Customer Care Operations Manager

Customer Care Operations Manager

Location : Within one hour of Stockton-on-Tees

Salary : £48,000 + Company Van + Fuel Card + Bonus

Working Pattern : Monday to Friday | 8:00am – 4:00pm

The Opportunity

An exciting opportunity has arisen for an experienced Customer Care Operations Manager to join a well-established and highly successful housebuilder. This is a fantastic opportunity for someone with a strong trade background and previous experience within New Homes Customer Care to lead an established maintenance team, ensuring customers receive an exceptional aftercare service.

Working closely with the Customer Care department, Construction teams and homeowners, you will oversee the delivery of all maintenance works, manage customer escalations and ensure defects are resolved efficiently whilst maintaining the highest levels of customer satisfaction.

The Role

• Manage a team of nine Multi-Skilled Customer Care Maintenance Operatives.
• Lead, coach and develop the maintenance team to ensure high performance and excellent customer service.
• Inspect completed remedial works to ensure they meet company quality standards.
• Diagnose complex defects and determine the most effective remedial solutions.
• Manage customer complaints and escalated cases through to successful resolution.
• Assess snagging items and determine whether issues fall within warranty or defect liability.
• Manage NHBC warranty claims and work closely with warranty providers where required.
• Visit customer homes and developments to inspect defects and discuss remedial works with homeowners.
• Liaise with Construction, Sales and Customer Care teams to ensure effective communication throughout the customer journey.
• Ensure Health & Safety procedures and company policies are followed at all times.
• Drive continuous improvements in customer satisfaction and operational performance.

About You

The successful candidate will have:

• Previous experience within a Customer Care Operations, Customer Care Management or Maintenance Management role within the New Homes industry.
• A trade background, ideally Joinery or Multi-Skilled Maintenance.
• Experience managing maintenance operatives or trade teams.
• Strong knowledge of NHBC standards, warranty procedures and defect management.
• Experience handling customer complaints and resolving escalated issues.
• The confidence to inspect completed works and maintain high quality standards.
• Excellent communication and customer service skills.
• Strong organisational skills with the ability to prioritise a busy workload.
• Good IT skills including Microsoft Office.
• A full UK driving licence.

Package & Benefits

• £48,000 basic salary.
• Company van.
• Fuel card.
• Performance-related bonus.
• Pension scheme.
• Life assurance.
• Employee benefits platform.
• Ongoing training and development.
• Opportunity to join a stable and growing regional business with an excellent reputation for customer care.

To find out more about this position please contact:

Mobile:

Email:

Lucy Wainwright | Associate Director

Ref: 3510

About Us

Based in Bridgend, South Wales, Foresite Recruitment provides forward-thinking, dynamic, and tailored recruitment solutions to construction companies, developers, and housebuilders nationwide. Our team is driven by a desire to make the recruitment life cycle as hassle-free as possible.

We pride ourselves on the service and experience we provide, working with the best candidates and clients from across the UK.

We are an equal opportunities employer and value diversity and inclusion. We will provide reasonable support to disabled applicants throughout the recruitment process. If you require any adjustments to attend or perform during the interview process, please let us know.