Customer Care Manager – Central
Location: Rugby
Department: Customer Care
Reporting to: Head of Customer Care
About Morris Homes
Morris Homes is one of the UK's leading independently owned housebuilders, renowned for delivering high-quality homes and exceptional customer service. We are committed to ensuring our customers receive the highest standards of care throughout their homeownership journey. As part of our continued growth, we are seeking an experienced Customer Care Manager to join our Central region team based in Rugby.
The Role
The Customer Care Manager is responsible for delivering an exceptional post-completion customer experience, managing defects through to resolution, and ensuring all remedial works are completed to the highest quality standards.
Working closely with customers, site teams, subcontractors and external stakeholders, you will oversee all aspects of the customer care process, ensuring issues are resolved effectively, efficiently and to the satisfaction of our homeowners.
Key Responsibilities
- Manage and develop positive relationships with homeowners, ensuring the highest standards of customer service are maintained at all times.
- Investigate and manage customer defects and complaints through to successful resolution.
- Attend customer properties with the Maintenance Team to oversee remedial works and ensure customer satisfaction.
- Carry out quality inspections of completed plots prior to legal completion.
- Undertake inspections in response to customer defect reports and determine appropriate remedial actions.
- Attend NHBC inspections and claims meetings, ensuring all follow-up actions are completed within required timescales.
- Attend Housing Association 12-month defect inspections and coordinate any necessary remedial works.
- Issue works orders and job instructions to maintenance operatives and subcontractors. ]
- Monitor the quality of completed works and manage any associated contra-charges where standards are not met.
- Ensure subcontractors complete work in accordance with company quality standards and agreed service levels.
- Liaise effectively with Construction, Technical, Sales, Commercial and Land departments to ensure a seamless customer journey.
- Maintain accurate customer care records and produce management reports using relevant systems and Microsoft Excel.
- Analyse customer care trends and identify opportunities for continuous improvement.
- Attend weekly review meetings with the Head of Customer Care
- Ensure compliance with NHBC warranty requirements, company procedures and health and safety regulations.
- Support the delivery of customer satisfaction targets and contribute to the ongoing improvement of the customer care function.
Candidate Profile
Essential Experience
- Previous experience in a Customer Care Manager role within the new build housing sector.
- Strong technical knowledge and understanding of NHBC and warranty provider standards and procedures.
- Proven experience managing customer complaints and defect resolution.
- Experience coordinating subcontractors and monitoring quality standards.
- Proficiency in Microsoft Office applications, particularly Excel.
- Good understanding of construction methods and the housebuilding process.
- Skills and Competencies
- Excellent communication and interpersonal skills.
- Strong customer-focused approach and commitment to service excellence.
- Exceptional organisational and time-management skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Effective conflict resolution and complaint-handling skills.
- High levels of attention to detail and accuracy.
- Commercial awareness and sound decision-making capability.
- Strong problem-solving skills and a proactive approach.
- Ability to build and maintain relationships with customers and stakeholders.
- Team-oriented and the ability to work independently when required.
- Qualifications
- Building or Construction-related qualification desirable but not essential.
- Full UK Driving Licence essential.
Working Environment
This role involves regular travel to developments and customer homes across the Central region. The successful candidate will be expected to work across office and site locations as required to meet business and customer needs.
Benefits
We offer a competitive salary and benefits package including:
- Competitive salary
- Discretionary Annual bonus scheme
- Company car or car allowance
- 26 days annual leave plus bank holidays
- Pension scheme
- Life assurance
- Private healthcare
- Employee assistance programme
- Professional development opportunities
Equality, Diversity and Inclusion
Morris Homes is committed to creating a diverse and inclusive workplace where everyone is treated fairly and with respect. We welcome applications from all suitably qualified individuals regardless of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
We are committed to making reasonable adjustments throughout the recruitment process and during employment for candidates and employees with disabilities or long-term health conditions.
Eligibility
Applicants must have the right to work in the UK and be able to provide evidence of this if successful.
Apply
If you believe you have the skills, experience and passion to succeed in this role, please send your CV and covering letter to: [email protected] - No Agencies please
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
Work Location: In person
