Customer Care Manager

We are looking for an experienced and diligent Customer Care Manager to take ownership of our aftercare service and help ensure every customer receives the standard of care expected from Homes by Carlton.

This is a varied, hands-on and customer-facing role offering the opportunity to make a real difference to our homeowners’ experience. Combining strong communication skills with a practical understanding of new-build homes, you will take ownership of the customer care function, from initial inspection through to satisfactory resolution.

As Customer Care Manager, you will assess reported defects, identify their likely root cause and coordinate the appropriate technical or trade response, keeping homeowners informed and supported throughout.

Homes by Carlton is an award-winning regional house builder creating exceptional new homes across the North East.

We combine thoughtful design, high-quality craftsmanship and a personal approach to create homes our customers are proud to own and developments that make a positive contribution to their communities.

We're an ambitious, growing business — and we're looking for talented people who want to grow with us.

You will act as the principal point of contact for customers following legal completion, managing enquiries, defects and complaints from initial report to final resolution.

The role requires sound judgement; understanding what has happened, distinguishing a genuine defect from routine homeowner maintenance or settlement, and making sure remedial work addresses the cause rather than only the visible symptom.

You will work closely with our Construction, Technical, Commercial and Sales teams, as well as subcontractors, suppliers, consultants and warranty providers. You will also use Clixifix to maintain accurate case records, coordinate appointments, monitor progress and report on performance.

Your responsibilities will include:

• Owning customer care cases from first contact through to completion, providing clear and timely updates throughout.
• Visiting customers' homes, inspecting reported issues and identifying the nature, extent and likely root cause of defects.
• Preparing clear scopes of remedial work and coordinating the correct subcontractors, suppliers or specialist input.
• Ensuring remedial works are completed within the companies KPI timescales, to the required standard and that repeat or incomplete work is challenged promptly.
• Managing difficult or sensitive conversations professionally, setting realistic expectations while protecting the company's position.
• Maintaining complete and accurate records within Clixifix, including communications, inspections, appointments, actions, costs and outcomes.
• Prioritising urgent or high-risk matters and escalating structural, safety-critical, high-cost or legally sensitive issues appropriately.
• Identifying recurring defects and sharing lessons learned with the wider business to improve build quality and future handovers.

We're looking for someone with:

• Relevant experience in customer care, aftercare, construction, site management, finishing or quality inspection within residential house building.
• A practical understanding of common new-build defects and the ability to diagnose likely root causes across different trades.
• Experience of inspecting completed homes and coordinating appropriate remedial works.
• Strong customer-facing skills, including experience of handling complaints and de-escalating difficult situations.
• Practical working knowledge of Clixifix, including defect management, communications, appointments, case records and reporting.
• Clear written communication, strong organisation and the discipline to follow actions through to completion.
• Commercial awareness, including the importance of evidence, responsibility, cost control and subcontractor recovery.
• A full UK driving licence and willingness to travel regularly across our developments.

Experience with a UK house builder or new-home warranty provider, together with knowledge of NHBC Standards, the New Homes Quality Code and the New Homes Ombudsman Service, would be advantageous.

You will join a collaborative regional house builder with ambitious growth plans and a clear focus on quality, customer service and continuous improvement.

The role offers the opportunity to shape our customer care function, influence how defects are prevented and make a visible difference to our customers and the wider business.