Customer Care Manager

Northampton

£30,000 - £35,000 + Car Allowance + Mileage + 33 Days Holiday + Bonus

Small Boutique House Builder

Every now and then an opportunity that comes along which you just can't ignore.

This house builder focus on unique, bespoke developments in rural areas. They buck the trend of a typical PLC house builder because it's not all about volume building and "house bashing". They care about the partnerships with the local communities and acutally adding value to the local areas. It also helps that the houses they build are stunning. The whole company is about partnerships with their supply chain and clients. It's not subbie bashing or penny pinching. It's about coming up with solutions to problems and building quality.

Performance is important but character is equally important for this role and you must match company ethos; manage and work your own schedule, multi-tasking, work independently, team-player, no blame culture.

The Role

Oversee the post-purchase customer journey, ensuring seamless communication and support from property completion to aftercare.
Resolve customer complaints and construction-related issues promptly, managing defect rectifications and warranty claims.
Ability to sales progress alongside director where needed with external agents and solicitiors

Communicate construction progress, delays, and key updates to homebuyers, acting as a liaison between customers and technical teams.
Coordinate with construction teams, subcontractors, and site managers to resolve any on-site issues affecting homeowners.
Develop and implement customer care policies, procedures, and service improvement strategies.
Maintain accurate records of customer interactions, feedback, complaints, and resolutions for reporting and compliance.
Analyze customer feedback to identify recurring issues, proposing improvements in construction processes or customer care practices.
Ensure that all customer care activities comply with industry standards, warranties, and health & safety regulations.
Build and maintain strong relationships with customers, internal teams, and external stakeholders to enhance service quality and satisfaction.
Knowledge of NHBC standards

Using clixfix or other customer care software