Summary
Putting people, quality and trust at the heart of new homes. This is a brand-new, full-time, permanent opportunity to establish and lead a dedicated customer care function within the Codi Development team. As Customer Care Manager, you will shape and deliver a high-quality aftercare and defects service for both sales and rented homes, ensuring customers receive outstanding support following the sale or letting of their new home. You will have overall responsibility for the customer experience during the defects and aftercare period, ensuring issues are resolved efficiently, fairly and to the highest standards. Working closely with Development, Sales, Contractors/Developers and wider stakeholders, you will bring structure, accountability and compassion to what can often be a challenging time for customers, while driving continuous improvement in build quality, contractor performance and service delivery. Your role will be central to ensuring customers feel listened to, supported and confident in Codi's commitment to quality, long after they have received the keys.
Overview
What is great about the role?
This role offers the opportunity to build something meaningful from the ground up. You will establish and lead a new customer care team, defining systems, processes and ways of working that ensure a consistent, professional and customer-focused service across all new build homes delivered through Codi Group.
You will have real influence over how defects and complaints are managed, using data, insight and customer feedback to drive improvements in specifications, contractor performance and future developments. Working closely with internal teams and external partners, you will play a key role in reducing repeat issues and improving overall build quality.
Most importantly, your work will directly impact how customers feel about their homes and about Codi as an organisation- helping to build trust, confidence and long-term positive relationships.
Where does this role fit in?
The role sits within the Development team and reports to the Construction Manager. You will be responsible for managing Customer Care Assistants and for the establishment and ongoing management of the customer care and defects service.
Although based within Development, the role is highly collaborative and works closely with Sales, Pobl Living, Commercial, Housing, Procurement and Maintenance teams, as well as Contractors, Developers, Employer's Agents and structural insurance providers.
The role supports customers across South Wales and is agile, hands-on and highly connected across teams, ensuring a joined-up approach to customer care, aftercare and defect resolution.
What skills and experience do you need?
You will have experience leading a team in a customer-facing environment, ideally within housing, construction, repairs or maintenance. You will bring strong technical knowledge of residential buildings and a good understanding of defect management, quality standards and construction processes.
You will be confident working with Contractors and Developers, able to challenge performance constructively while maintaining effective working relationships. Organised, resilient and customer-focused, you will be comfortable managing competing priorities, deadlines and customer expectations.
You will lead with compassion, communicate clearly and transparently, and take a progressive approach to improving systems, processes and service delivery. A full driving licence and access to your own vehicle for work purposes is required.
What are the pay and benefits?
Time off and Flexibility
Hybrid role based in Newport, Cardiff or Swansea. Your role will involve working throughout South Wales.
Working days are predominately Monday to Friday days or you can work compressed hours on a 9 day fortnight.
26 days holiday plus Bank holidays. Rising to 31 days with an extra day for each full year of service.
Maternity & Adoption Leave: 20 weeks
Paternity Leave: 3 weeks
Money and Pensions
The exact salary is £44,546 for a 37 hour, full time, permanent position
45p per mile for mileage allowance
Pension Choices: Defined Contribution (DC) Scheme with matched contributions up to 10%. Or, Defined Benefit (DB) 1/80th of final salary for every year of service.
3 x Life Cover linked to pension membership
Saving scheme with competitive interest rate
Give As You Earn scheme for tax efficient charity donations
From 1st April 2026 the option to be either weekly or monthly paid.
Your Wellbeing
Sick Pay, rising with length of service up to 6 months full pay after 4 years.
Eyecare: Up to £100 reimbursement towards eye tests and glasses.
Free counselling, coaching, wellbeing team, and OH service to all colleagues
Annual Health Check
Health Cash Plan
Getting Around
Salary sacrifice Electric Vehicle Lease Scheme (subject to eligibility)
Cycle to Work Scheme
Your Development
Continuous professional training and development
Leadership development programmes
Professional memberships needed for your role are reimbursed
Career coaching
Support with funding and time for qualifications
Perks & Recognition
Long Service Awards
Blue Light Card Eligibility giving discounts at 15,000 brands.
Colleague Discount platform.
FREDIE
At Codi Group we are guided, in all that we do, by a group of principles that we call FREDIE, these are: Fairness, Respect, Equality, Diversity, Inclusion, Engagement. This means that whatever your background, you will have an equal opportunity at Codi Group and we encourage you to apply now.
How do you apply?
If you have the skills, experience and enthusiasm required to be our next difference maker, please follow the prompts to apply now. We just need an up-to-date CV, short/ focused cover letter along with a few contact details so that we can get back in touch with you.
We will be shortlisting week commencing 16th March with interviews taking place on Tuesday 24th March in our Swansea office. Interviews will include a task based assessment and panel interview.
If you would like any support with your application or to discuss any adjustments that you may require to support you to application process, please contact or
Please note that we reserve the right to close vacancies early, so we encourage you to apply as soon as possible.
Who are Codi group?
Codi Group is among Wales' largest not for profit housing and care organisations, offering safe homes, tailored support, and thriving communities where people can flourish. In 2024, Pobl and Linc joined forces, uniting our shared values and strengths to enhance services and create more opportunities across Wales, forming Codi. Together, we are dedicated to being compassionate, inclusive, and making a positive impact every day.