Customer Care Manager (Durham, NE)

Customer Care Manager

Location: Durham, North East
Basic Salary: Flexible DOE + Car allowance
Working Hours: Monday – Friday

The Opportunity

An established housebuilder is looking for a Customer Care Manager to join its North East team, overseeing customer relationships and aftercare across an allocated portfolio of developments.

Reporting to the Head of Customer Care, you will manage a dedicated Customer Care Coordinator and Maintenance Technician. This is a hands-on role combining people management, development visits and face-to-face customer meetings, with the opportunity to help improve the business’s customer care processes.

You will take ownership of the customer journey, ensuring concerns are investigated, remedial works are coordinated and customers remain informed throughout.

Key Responsibilities

• Manage and support your Customer Care Coordinator and Maintenance Technician, setting priorities and monitoring performance.
• Oversee customer care across your allocated developments, attending site visits and customer appointments.
• Investigate reported defects, using your understanding of construction to identify appropriate next steps.
• Coordinate remedial works with site teams, contractors and your Technician, ensuring actions are completed within agreed timescales.
• Handle complaints and escalated concerns professionally, maintaining clear communication and realistic expectations.
• Conduct pre-completion quality inspections and follow up outstanding issues.
• Manage relevant NHBC matters and complaints in line with the New Homes Quality Code.
• Maintain accurate customer records and report on outstanding works, service performance and recurring issues.
• Build effective relationships with Construction, Sales, Technical and Commercial colleagues.
• Help introduce improved processes that strengthen customer satisfaction and reduce repeat issues.
• Maintain appropriate health and safety standards and handle customer information securely.

About You

You will bring experience in new homes customer care or aftercare, alongside a practical understanding of construction, common defects and remedial works.

A confident people manager, you will be comfortable supporting colleagues, organising workloads and taking ownership of challenging customer situations. Strong communication skills, sound judgement and the ability to follow actions through to completion are essential.

Knowledge of NHBC standards and the New Homes Quality Code is important. Experience introducing or improving customer care processes would also be particularly valuable.

Benefits

• Competitive basic salary + Car allowance
• Discretionary bonus scheme.
• 26 days’ annual leave plus bank holidays.
• Holiday buy-back scheme.
• Company pension.
• Private medical insurance.
• Life assurance.
• Share purchase plan.
• High street and store discounts.
• Training and development opportunities.

Find Out More

For a confidential discussion, please contact:

Lucy Wainwright
Associate Director | Foresite Recruitment
Mobile: [phone removed]
Email: [email removed]
Ref: 3671

About Us

Based in Bridgend, South Wales, Foresite Recruitment provides forward-thinking, dynamic, and tailored recruitment solutions to construction companies, developers, and housebuilders nationwide. Our team is driven by a desire to make the recruitment life cycle as hassle-free as possible. We pride ourselves on the service and experience we provide, working with the best candidates and clients from across the UK. We are an equal opportunities employer and value diversity and inclusion. We will provide reasonable support to disabled applicants throughout the recruitment process. If you require any adjustments to attend/ perform in the interview, please do not hesitate to let us know.