Customer Care Lead - New Homes & Quality Assurance

Our client are an award‑winning 5‑star house builder with a reputation for quality and community‑focused developments. Unlike corporate volume builders, they pride themselves on a personal touch and a close‑knit team culture. As they continue to deliver high‑quality homes across the East of Scotland and Fife, they are looking for a dedicated Customer Care Manager to champion their purchasers’ journey from moving‑in day and beyond.

As the Customer Care Manager, you will lead the post‑handover customer experience across all live and completed developments in Edinburgh, the Lothians, and Fife. You will bridge the gap between our site teams, sub‑contractors, and homeowners to ensure defects are resolved quickly, professionally, and to the highest standards. This will involve working with both private buyers and the client on the affordable developments.

• Resolve Defects:
  Assess, log, and manage the resolution of reported defects during the warranty period.
• Contractor Liaison:
  Manage sub‑contractor performance to ensure maintenance SLAs are strictly met.
• Site Inspections:
  Visit occupied homes and live developments across Fife and the East of Scotland to assess complex issues.
• Quality Assurance:
  Collaborate with Construction Directors and Site Managers to feedback common defects and improve build quality.
• Industry Compliance:
  Ensure full compliance with the New Homes Quality Code (NHQC) and consumer code standards.

• House building
  
  Experience:
  
  Proven track record in a Customer Care/Service management role specifically within the UK residential house building sector.
• Regional Knowledge:
  Full UK driving licence and willingness to travel daily across the East of Scotland and Fife.
• Technical Knowledge:
  Strong understanding of NHBC/Premier standards, building regulations, and construction methods.
• Communication
  
  Skills:
  
  Exceptional conflict‑resolution skills with the empathy required to handle sensitive customer situations.
• Tech Savvy:
  Proficient in standard construction defect management software and CRM platforms.