The Customer Care Manager is responsible for overseeing all post-construction customer service operations, ensuring that clients receive timely and effective responses to their concerns and that defects or snags are resolved to a high standard. This role requires strong leadership, organisational, and communication skills, as well as a deep understanding of construction processes and standards.
* Lead the Customer Care team to ensure prompt and professional handling of all customer queries, complaints, and issues.
* Manage the aftercare process from handover through warranty periods
* Coordinate and schedule remedial work with internal teams, subcontractors, and suppliers.
* Monitor and report on service performance metrics (response times, resolution times, customer satisfaction).
* Maintain accurate records of all customer interactions and works completed using Clixifix defect management systems.
* Drive continuous improvement of customer service processes based on feedback and root cause analysis.
* Ensure compliance with relevant regulations, warranties, and company standards.
* Conduct home demonstrations and assist with handovers when necessary.
* Provide training and support to site teams and subcontractors on customer service standards and expectations.
* Represent the customer voice internally to influence quality improvements in construction delivery.
Qualifications and Experience:
* Proven experience in a customer service or aftercare role within the construction or housebuilding sector.
* Strong knowledge of construction processes, defect resolution.
* Excellent communication, negotiation, and conflict resolution skills.
* Strong leadership and team management abilities.
* Familiarity with defect management software (e.g Clixifix or other)
* Ability to read and interpret construction drawings and specifications is a plus.
* Valid driver’s license (for site visits and inspections).
Preferred Skills:
* Knowledge warranty provider standards.
* Experience working with residential developments or large-scale construction projects.
Working Conditions:
* Office-based with frequent visits to construction sites and customer properties.
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