Customer Care Office Manager (Stockton-on-tees)

Job Title: Customer Care Office Manager

Location: Teesside

Salary: Up to £40,000 basic + Car Allowance + Bonus

Working Pattern: Monday – Friday, 9:00am – 5:00pm

The Opportunity

An exciting opportunity has arisen for an experienced Customer Care professional to join a well-established housebuilder within the Teesside region as a Customer Care Office Manager.

This is a key leadership role within the business, responsible for managing the Customer Care department while ensuring customers receive a high-quality service throughout the aftercare process. The successful candidate will play a vital role in maintaining customer satisfaction standards, managing escalations, supporting the wider team, and driving departmental performance.

This position would suit someone with strong customer service and people management experience who thrives in a fast-paced environment and enjoys building positive relationships with both customers and internal teams.

The Role

• Managing the day-to-day running of the Customer Care department
  • Leading, coaching, and developing the Customer Care team
  • Conducting reviews, setting standards, and supporting team performance against KPIs
  • Ensuring customer defects and correspondence are managed professionally and within agreed timescales
  • Managing customer escalations and supporting complaint resolution processes
  • Attending customer and site meetings when required
  • Working closely with Construction, Sales, Commercial, and Accounts teams to ensure excellent communication across departments
  • Monitoring service levels and maintaining high customer satisfaction standards
  • Supporting continuous improvement within the department and customer journey process
  • Ensuring compliance with company policies and procedures, including HS&E requirements

About You

• Previous experience within a Customer Care or Customer Service management role
  • Strong team management and leadership experience
  • Excellent communication and relationship-building skills
  • Ability to manage escalations and difficult conversations professionally
  • Organised and able to prioritise workloads within a busy environment
  • Strong administration and IT skills, including Microsoft Office packages
  • Housebuilding or property experience would be highly advantageous

Package & Benefits

• Basic salary up to £40,000 DOE
  • Car allowance
  • Company bonus scheme paid twice yearly
  • 26 days holiday + bank holidays
  • Healthcare scheme available
  • Long-term career progression opportunities within a successful business

To find out more about this position please contact:

Lucy Wainwright | Associate Director
Mobile: [phone removed]
Email: [email removed]
Reference: 3413

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.