Job Title: Customer Care Manager
Location: Winchester
Our Client are a small, growing housebuilder committed to delivering high-quality homes and an excellent experience for our customers. They take pride in our craftsmanship, attention to detail, and personal approach to homebuilding. As they continue to expand, they are looking for a dedicated Customer Care Manager to lead and develop the customer care service.
The Role
The Customer Care Manager will be responsible for managing all aspects of the customer journey following legal completion of new homes. This role ensures homeowners receive a professional, responsive, and high-quality aftercare service, while maintaining strong relationships with internal teams, subcontractors, and suppliers.
Key Responsibilities
-Manage the customer care function, ensuring all homeowner enquiries and defects are handled efficiently and professionally.
-Act as the main point of contact for customers during the defects liability period.
-Coordinate and schedule remedial works with site teams, subcontractors, and suppliers.
-Monitor and report on customer satisfaction and service performance.
-Ensure compliance with warranty provider requirements and company standards.
-Maintain accurate records of customer issues, inspections, and completed works.
-Carry out home demonstrations and customer inspections where required.
-Work closely with construction and sales teams to improve build quality and customer experience.
-Contribute to continuous improvement of customer care processes and procedures.
Requirements
-Previous experience in a Customer Care or Aftercare role within the housebuilding or construction industry.
-Strong understanding of the new-build customer journey and defect management.
-Excellent communication and problem-solving skills.
-Highly organised with strong attention to detail.
-Ability to manage multiple tasks and prioritise workload effectively.
-Good IT skills and experience using customer management systems.
What We Offer
-Competitive salary
-Pension scheme.
-Opportunity to join a growing company and make a real impact on customer experience.
How to Apply
If you are passionate about delivering excellent customer service and want to play a key role in supporting homeowners please apply or alternatively call Charlotte on (phone number removed)
O’Neill and Brennan values diversity and promotes equality, All individuals will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation