Job Title: Customer Care Operations Manager
Location: Northampton, NN4
We're proud to be a 5-star housebuilder, backed by exceptional Trustpilot and HBF reviews, and we're looking for a Customer Care Operations Manager to lead our well-established Customer Care team in the Midlands .
This is your opportunity to step into a high-impact role where your leadership, construction knowledge, and commitment to customer excellence will make a real difference.
Why Join Us?
Lead an experienced, high-performing regional team
Represent a 5-star builder with top Trustpilot and HBF ratings
Champion quality builds and deliver outstanding post-completion care
Competitive salary
Company Car or Car Allowance
Life Cover, Private Healthcare & Contributory Pension
Employee Benefits Platform – giving you access to high-street discounts, wellbeing support, and more
Committed to diversity, inclusion, and empowering your development
The Role
As Customer Care Operations Manager, you'll manage the day-to-day customer care operations across active and historic developments in Northamptonshire .
This is a site-based role where you'll be hands-on, ensuring our high standards are maintained and our customers receive outstanding service after moving into their new homes.
As a Customer Care Operations Manager, you will:
Inspect complex defects both independently and jointly with contractors and warranty providers
Define remedial strategies, and oversee resolution work
Attend site visits to liaise with customers, site teams, and operatives as needed
Oversee NHBC/Premier/LABC resolutions and ensure efficient claims handling
Lead and manage a well-established team of Customer Care Maintenance Operatives
Manage escalated customer issues and formal complaints with professionalism and care
Work collaboratively with internal teams across Construction, Sales, Accounts and more
Maintain compliance with Health & Safety and company policies across all operations
What We're Looking For
This Customer Care Operations Manager role is ideal for someone with a construction background.
You'll also bring:
Proven customer service experience, ideally within the construction sector
Experience within a trade and knowledge of NHBC/new build processes
Strong people management and leadership skills
Excellent communication and organisational abilities
Good working knowledge of Microsoft Office (Excel and Word)
A CSCS card (preferred)
Before submitting your application, please take a moment to review our privacy policy, which is available on our corporate website, which will detail how we will process your personal data.
If you have any questions about the job or application process, please contact us at
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