Customer Care Manager - Residential House Building

House building | Ipswich & Surrounding Areas

Salary: £52,000-£55,000 + Company Car or Van

Hours:

40 hours per week

Location:

Ipswich, covering multiple sites across Suffolk and Essex

We are working with an established housing developer who is looking to recruit an experienced Operations Manager / Customer Care Manager to oversee customer care, defect management and aftercare across a number of residential developments.

This is an excellent opportunity for someone with a background in house building, site management or construction who is looking to utilise their technical knowledge and leadership skills in a role with a greater focus on quality, defect resolution and customer satisfaction, rather than the day-to-day pressures of running a live construction site.

You will take ownership of the aftercare process, managing operatives and subcontractors, diagnosing defects, overseeing remedial works and ensuring issues are resolved efficiently and to the required standard.

We are looking for someone with a strong technical understanding of residential construction and experience within house building or the wider construction industry.

You may currently be working as a Site Manager, Assistant Site Manager, Finishing Manager, Customer Care Manager, Defects Manager or in a similar construction-based role.

• Line manage and coordinate customer care operatives, ensuring workloads are managed effectively and work is completed to a high standard.
• Inspect properties and plots approaching completion, identifying defects and ensuring issues are addressed before handover.
• Diagnose construction defects and determine the appropriate remedial works required.
• Instruct and manage subcontractors, monitoring their performance, quality of work and completion timescales.
• Oversee remedial works and ensure defects are resolved efficiently, safely and in line with company standards.
• Attend end-of-defects meetings with clients, providing updates and ensuring outstanding issues are dealt with professionally.
• Manage and oversee NHBC resolutions, coordinating responses, inspections and remedial works through to completion.
• Liaise with site teams, subcontractors, clients and internal departments to ensure a smooth and effective aftercare service.
• Monitor outstanding defects and customer care issues, ensuring jobs are prioritised and completed within agreed timescales.
• Maintain accurate records of inspections, remedial works and outstanding issues.
• Ensure completed homes meet the expected quality standards and that customers receive a positive aftercare experience.

• Experience working for a housing developer or residential house builder.
• Strong knowledge of construction defects, snagging and remedial works.
• The ability to diagnose issues and identify practical solutions.
• Experience managing operatives and coordinating subcontractors.
• Good organisational skills, with the ability to manage multiple developments and competing priorities.
• Confident communication skills when dealing with clients, site teams and contractors.
• A full UK driving licence and the flexibility to travel between sites.