Customer Relations Manager

Our client is an award-winning house builder with an extensive pipeline of live and forthcoming developments across Kent. In line with sustained regional growth, they are looking to appoint an experienced Customer Relations Manager to work alongside the Head of Customer Service and lead an established team of Coordinators and Operatives.

This is a hands-on, technically focused role where you will take ownership of investigating defects, diagnosing building issues and coordinating remedial works through to timely close-out.

The position requires a practical, solutions-driven professional who can collaborate effectively with site teams and subcontractors, liaise professionally with homeowners and champion exceptional customer satisfaction standards.

• Manage, mentor and support the customer care team, including Coordinators and directly employed Operatives.
• Act as the primary point of contact for homeowners, providing clear, transparent updates and empathetic communication throughout the rectification process.
• Conduct property inspections to investigate reported defects, assess workmanship standards and establish appropriate corrective measures.
• Partner closely with site, technical and commercial departments to resolve complex technical defects and prevent recurring issues.
• Monitor defect schedules, open tickets and customer care KPIs to ensure issues are closed out strictly within agreed SLAs.
• Maintain rigorous compliance with NHBC guidelines, warranty provider requirements, Building Regulations and internal customer care standards.
• Adopt a pragmatic approach to resolution, balancing sound technical evaluation, commercial discipline and positive customer outcomes.

• Proven track record within customer relations, aftercare or customer care management, specifically within residential house building or property development.
• Sound technical understanding of residential construction, building pathology, finishes and common defect remediation.
• Demonstrable experience managing customer care coordinators or maintenance operatives.
• Thorough familiarity with NHBC warranty criteria, Consumer Code requirements and modern quality standards.
• Confident verbal and written communicator with sharp dispute resolution and de-escalation skills.
• Full UK driving licence with willingness to travel to developments across Kent.