Croudace Homes Limited
Customer Care Manager
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Who are Croudace Homes?
Croudace Homes is a family-owned housebuilder with a proud heritage dating back to 1946. Operating across the Southeast of England from our regional offices in Caterham, Letchworth, and Theale, we're committed to building high-quality homes and careers. Our reputation is built on trust, attention to detail, and a passion for creating communities that stand the test of time.
At Croudace, we believe that a solid foundation starts with the right people. Fostering a culture of open communication, respect & continuous growth, we listen to our people, celebrate contributions at every level, and provide meaningful development opportunities. With a strong focus on well-being and work-life balance, we create an environment where our employees feel valued, motivated, and empowered to succeed—because when our people thrive, so does our business. We're proud of our low staff turnover and long employee tenures, which reflect the positive experience of working at Croudace.
Customer Care Manager
The Customer Care Manager leads a team of Customer Care Operatives across multiple developments, ensuring timely, high-quality service and exceptional customer satisfaction. You will oversee defect assessment, manage workloads and backlogs, and drive the efficient allocation of resources to maintain smooth operations. Working closely with Build, Sales, and Technical teams, you will prevent defects, resolve complex customer issues, and maintain consistent service standards, while representing the Company professionally with customers and subcontractors. This is a hands-on, high-impact role at the heart of delivering a seamless customer experience.
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What you'll be doing:
- To lead, control, and continuously improve the regional Customer Care Operatives, ensuring effective deployment, productivity, and performance management across all developments in the Region.
- The role is accountable for balancing customer service delivery, cost control, and compliance by actively managing workload planning, resource allocation, and operational standards, while driving high-quality outcomes in customers' homes and protecting the Company's reputation.
Skills & knowledge you'll bring:
- Professional qualification or equivalent experience in construction, building surveying, property, or related discipline.
- Proven experience managing a regional or field-based Customer Care or operations team.
- Strong knowledge of defect management, warranty standards (NHBC/LABC or equivalent), and statutory obligations.
- Experience assessing defects and resolving complex customer issues.
- Sound understanding of Health & Safety legislation and safe working practices.
- Proficient in Microsoft Office and familiar with customer care or job management systems.
- Excellent relationship-building and influencing skills with internal teams and external partners.
- Able to manage multiple priorities, balance workloads, and deliver high-quality service in a fast-paced environment.
- Commercially aware, with experience managing budgets, subcontractors, and cost control.
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Why join Croudace?
At Croudace Homes, we believe our people are our greatest asset—and we're committed to rewarding and supporting them. In return for your skills and dedication, you'll receive a competitive package that includes (role dependant):
- 26 days holiday, increasing with service, plus an additional day off to celebrate your birthday
- Generous Pension Scheme with up to 10% employer contribution
- Discretionary bonus to recognise your performance and contribution
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