Our client is looking for a Customer Care Manager to bolster their team team, ensuring the highest standards of resident satisfaction across our large-scale social housing contracts. This is a key role for them that requires a proactive approach to managing customer relationships, resolving complex issues, and driving continuous improvement in service delivery. The Role Based in the regional office, you will be responsible for overseeing the entire customer care function, from initial resident contact through to the final resolution of post-completion defects and queries. You will act as the key interface between residents, clients (housing associations/local authorities), and our operational teams. Key Duties and Responsibilities Team Leadership and Management Lead, mentor, and motivate the Customer Care team, conducting regular performance reviews and identifying training needs. Manage the Customer Care operative rota and workload to ensure adequate coverage and timely response to all inquiries. Establish and maintain clear service standards and Key Performance Indicators (KPIs) for the team. Customer Relationship Management Act as the senior point of escalation for complex or high-priority customer complaints and issues, ensuring effective and professional resolution. Build and maintain strong, positive relationships with residents, client representatives, and internal stakeholders. Organise and attend resident m...