Regional Customer Care and Estates Manager

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Job Title                                Regional Customer Care and Estates Manager

Role Type                               Permanent, Full Time

Job Location                         Billingshurst, West Sussex

Reports to                              Regional Managing Director


The Company

Thakeham is an infrastructure-led community creator and strategic land promoter and proud winner of a Sunday Times 100 Best Small Companies to Work For.

The business is committed to partnerships, innovation and creating amazing places to live and work. Thakeham is a leader in the industry on sustainability and biodiversity. We are at the forefront of delivering sustainable homes, committed to ensuring every Thakeham home is carbon-neutral in production, and carbon-zero throughout its lifetime use by 2025. These core values underpin the company-wide mission to affect communities in a positive way

Thakeham was launched in 2003. From day one, the company was driven by a clear vision: to transform the way people think about new-built developments. Today, Thakeham employs close to 200 people with a turnover of over £105m.

People are Thakeham’s most important asset. Thakeham operates a thriving graduate recruitment programme and supports the Movement to Work initiative to help young people secure work. Thakeham has signed the HBF Mental Health Charter and recently organised a health and wellbeing programme during Lockdown.

A Bronze Armed Forces Covenant signatory and supporter of armed force’s charity Mission Motorsport, Thakeham operates a Talent for Development outreach campaign for military veterans and college leavers.

Away from work, Thakeham offers a range of staff events including quiz nights and participates in charity challenges including dragon boat racing.

We pride ourselves on our ‘Infrastructure first’ approach, ensuring communities release the benefits of new development at the outset, rather than later on in the process. Thakeham strive to not just create new homes, but genuinely amazing places to live, work and play. Thakeham delivers social, affordable and retirement housing for some of the biggest housing associations and local authorities in the country.  Partners include the NHS England Healthy New Towns Initiative, the Plunkett Foundation, Social Value UK and have been awarded a prestigious Gold Supply Chain School.

Offering exciting career opportunities that are second to none, we are keen to develop, guide and support our employees throughout their careers. Our people enjoy excellent rewards and working conditions in an exciting and fast growing business.


The Department

The Regional Customer Care and Estates Manager role will manage all day to day and forward planning for the Regional Customer Care department to ensure that Internal and External “Customers” are highly satisfied with Thakeham Group and the Quality of our services and products.


The Job Role

The role holder will support the Regional Managing Director to deliver a first in class Customer experience to all Internal and External Customers.

The role holder will oversee the consistency of Customer Service and Quality of product provided to our Customers by their regional office in the delivery of new homes and estates and the ongoing customer care support provided to all off our Customers.

The ideal candidate will have had strong experience in managing a Customer Care department and/or Estate Management at regional level. They will have been proven at a management level to deliver a Quality inspection regime for the handover of new homes to both private new homes buyers and partnership RP Customers, using established monitoring methods to evaluate Customer Satisfaction, ( NHBC, 5 Star rating Builders and Nett Promoter ) and able to monitor regional performance via these processes.

They will have previously overseen a team of Customer relations managers providing quality inspections and handovers for new homes, both private homes and Partnerships and the collection of retentions from HA Customers and our JCT Contracts. They will oversee the provision of Home User Guides ( on-line applications )  for our customers ensuring they are complete with all necessary information to support the use of our properties and to assist with Customer satisfaction levels. The role holders will also oversee Customer care co-ordinators and technicians in the call out and rectification of defects within our private homes and the utilisation of supply chain partners for rectification of their own defects within agreed timescales and in full compliance with NHBC / LABC.

The role holder will be expected to support the Director of Customer and Estates in the forward planning of our developments and guide and support the development of estate management plans, by implementing and monitoring the Estate Management portfolio on behalf of their Region. The role holder will also provide monthly reporting and data to the Director of Customer and Estates, who intern will provide function support for group wide customer care processes and procedures.

The role holder will be responsible for monitoring Estate Management companies and the monitoring / discharging Thakeham group statutory obligations for the regional developments.

A Regional Customer Care and Estates manager will support Regional MD’s to provide detailed reporting and data for the region and to support on the management of and delivery of the Customer Care and Estates Management process within the region, whilst also providing direct feedback into design, technical, commercial and production departments to assist in the long term identification and rectification of common defects occurring from inadequate design, specification or scope of service from the supply chain, ensuring continual improvement practises are upheld within our standard specifications.


The Required Skills

  • Demonstrable knowledge and experience at regional level of Customer experience policies, and industry recognised standards and certification. ( 5 Star Builder, Nett Promoter, NHBC standards, Customer Journey and Home User guides )
  • Experience of managing regional customer care teams in Quality inspection, Customer handover and Demonstration, Customer Care support services, Estate Management ( operationally ) Defects completion and retention collections; in compliance with group process and procedures and line with group core values and vision.
  • Self-motivated and driven individual able to work within the regional senior team and alongside all regional departments and under the direction of the Regional Managing Director ( line manager ) and group Director of Customer Care and Estates ( function manager ) .;
  • Strong communication and organisational skills;
  • Hardworking, flexible, pro-active team player with the ability to work to tight deadlines;
  • Excellent IT skills (Microsoft Office);
  • Strong attention to detail;
  • Driving licence

The Benefits

  • Competitive salary
  • 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
  • Flexible working hours in a modern office environment / Working from Home Policy
  • Excellent development and progression opportunities for the right candidate
  • Company social events

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



Thakeham is 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.


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