Customer Relations Manager

The company

From day one, we have been driven by a clear vision: to transform the way people think about new-built developments. Over 20 years later, that ethos is still very much alive, reflected in our numerous awards and reputation in the sector.

An infrastructure-led community creator and strategic land promoter, we are committed to partnerships, innovation and creating amazing places to live and work. We are industry-leading in sustainability and biodiversity. We were one of the first to introduce Zero Bills homes in partnership with Octopus Energy.

We pride ourselves on our ‘Infrastructure first’ approach, ensuring communities release the benefits of new development at the outset, rather than later in the process. We deliver social, affordable and retirement housing for a wide range of housing associations and local authorities.

People are our most important asset, and this is reflected in the way we operate. We are proud to be listed in the Top 50 Best Mid-sized Companies to Work For 2025.

With around 185 employees, you will enjoy excellent rewards and working conditions in an exciting business. We offer exciting career opportunities, and are keen to develop, guide and support you, regardless of what stage you are in your career.

We value diversity and encourage you to bring your full authentic self to work. A Gold Armed Forces Covenant signatory and supporter of armed force’s charity Building Heroes, we operate a Talent for Development outreach campaign for military veterans and college leavers.

You'll combine meaningful work with opportunities to give back through volunteering and fundraising initiatives, such as the Housebuilder Challenge. We will give you two paid volunteering days per year to do so. Where roles allow, our summer hours policy in June, July and August allows you to enjoy longer weekends with your loved ones. A flexible approach to working is available all year round.

Join us and we can build communities, together.

The department

Customer Care is responsible for providing exceptional support to homeowners and clients, guiding them through the process of settling into their new homes, and managing customer and partnership relationships. Prior to completion or handover, Customer Care is responsible for Quality Inspections. Following occupation or handover, Customer Care becomes the primary point of contact for all homeowner and partnership client queries, responsible for home demonstrations, post-occupation defect inspections, and defect management throughout the warranty period.

The Care team is also responsible for collating and analysing customer feedback, collaborating with all other departments, including but not limited to Sales, Construction, Technical, Engineering, Commercial and Finance, to ensure the timely resolution of customer queries and defects, robust management of subcontractors, and to facilitate continuous improvement.

The role

The Customer Relations Manager is a vital frontline ambassador and the primary contact for customers throughout their journey from moving into their new homes to providing home demonstrations and managing all aftercare events.

Reporting to the Head of Customer Care, the role holder is responsible for providing exceptional customer care to our private customers, as well as managing client partnership relationships across multiple sites. You’ll nurture strong relationships, deliver exceptional service and leave customers feeling genuinely valued. When issues arise—as they sometimes do—you’ll take swift, proactive steps to resolve them efficiently, exceeding expectations and enhancing customer satisfaction.

In addition to customer experience, the Customer Relations Manager is responsible for driving continuous improvement, ensuring compliance with consumer regulations and minimising financial outlays.

 The successful candidate will; 

• Manage quality inspection and pre-handover activity to support effective transition to customer occupation

• Lead home demonstrations and customer handovers, ensuring clear communication and customer understanding at completion

• Manage post occupation customer aftercare activity from a customer & client perspective, including the identification and management of defects

• Manage remediation activity with delivery partners throughout the warranty or defect liability period, including end of defect inspections

• Maintain effective working relationships with site teams, subcontractors and customer care resources to support timely and effective defect resolution

• Act as the primary escalation point for complex, sensitive or high-risk customer issues, summarising and presenting information to senior managers

• Monitor regulatory and warranty requirements relevant to aftercare activity, including NHBC and Consumer Code obligations

• Track aftercare expenditure, providing information to support cost control, efficiency and recovery activity, balancing customer experience with contractual and commercial obligations

• Monitor health and safety considerations associated with aftercare activity, including RAMS, POW risk assessment and management in occupied homes

• Record customer interactions and performance data; analyse trends to inform continuous service and process improvement, reduce repeat issues and shape future aftercare approach

• Managing, motivating, and developing a small team may be required

 This list is not exhaustive. Tasks will be allocated to reflect increasing levels of development and experience.

The role

• Customer-focused, committed to delivering exceptional service to clients and customers, quickly building rapport and trust

• Ability to empathise and put themselves “in the customer’s shoes”

• Proven ability to manage conflict & difficult conversations in a professional manner

• Strong communication, with excellent verbal, written and presentation skills

• Commercial awareness and business acumen with consideration for the ‘bottom line’

• Proficient in MS Office (Outlook, Word, Excel and PowerPoint)

• Knowledge of Coins is desirable

• Ability to analyse complex information and communicate simply to others

• Knowledge of CRM system principles is desirable

• Conversant in the NHBC Standards & Warranty Provision

• Ability to engage and influence internal & external stakeholders at all levels

• Excellent attention to detail and strong organisational skills

• Effective time management skills

• Professional demeanour with a high level of discretion and confidentiality

• A collaborative team player 

• Adaptable, open to change & willing to be flexible on a variety of tasks

• Proactive, ability to work independently and generate innovative solutions 

• Experience in a similar customer care role is desirable

• Must hold a full clean driving licence

The benefits

• Competitive salary

• Salary sacrifice car scheme

• Car allowance

• Annual holiday allowance 26 days increasing to 27 after 3yrs service and 28 after 5yrs service (plus bank holidays)

• Life assurance

• Private medical insurance

• Health screening

• Pension scheme

• Bonus scheme

• Excellent development and progression opportunities

Plus, a whole range of other employee benefits that we can tell you all about. You are rewarded for your performance, attitude and results.

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We are committed to providing equal opportunities in employment and treating people fairly. We will treat all job applicants and employees equally regardless of age, race, religious belief, colour, ethnic or national origin, sex, marital status, sexual orientation or disability. We welcome applicants from all sectors of society and we are committed to promoting an inclusive environment for all.

Apply now