tdm recruitment
customer care lead - new homes
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Customer Care Office Manager
Norwich | £50,000 + Package
Are you an experienced Customer Care professional ready for your next step? This is your chance to become number 2 to the Customer Care Director in a busy, successful team for a leading house builder.
What is the role?
As Customer Care Lead, you'll lead the Customer Care team to deliver an outstanding customer experience - driving service standards, team performance and effective resolution of customer issues. Working closely with senior stakeholders, you'll play a key role in operational excellence and continuous improvement across the customer journey.
What you'll do
- Lead, develop and motivate the Customer Care team - setting clear expectations, running performance reviews, and coaching the team to hit KPIs and service standards
- Oversee all customer communications, making sure enquiries and concerns are handled professionally, efficiently and in line with company policy
- Manage customer escalations and support the resolution of formal complaints, driving positive outcomes wherever possible
- Champion service excellence, improving customer satisfaction and NHBC survey performance
- Work with internal and external stakeholders to resolve issues and deliver remedial works on time
- Attend site meetings with customers, operational teams and contractors as needed
- Monitor departmental performance, compliance and governance, including Health & Safety and New Homes Quality Code requirements
- Manage departmental systems, performance data and cost controls, using insight to spot trends and drive improvement
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What experience do I need?
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- Proven experience in customer service in housebuilding, including leading or managing a customer-facing team
- Strong leadership, coaching and performance management skills, with the ability to motivate and develop others
What's on offer?
- £50,000 plus package
- The opportunity to be number 2 in a well-established, high-performing Customer Care function
- A genuine platform to grow within a leading house builder
Interested? Apply now or reach out directly to find out more.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location