Customer Care Manager

Role & Responsibilities

At Dandara, we're proud to build homes that stand the test of time — places defined by quality, precision, and craftsmanship. For over 30 years, we've been setting the benchmark for excellence in UK housebuilding.

The Customer Care Manager will lead and manage the customer care function, ensuring homeowners receive a high-quality aftersales service and that defects are resolved efficiently and professionally. The role is critical to customer satisfaction, brand reputation, and compliance with warranty and consumer code requirements.

Working closely with Construction, Technical, and Customer Care teams, you will oversee the end-to-end customer care process from handover through the warranty period.

Main duties and responsibilities:

• Lead and manage the customer care team, including Coordinators and Technicians, setting clear standards and performance expectations.

• Oversee the management of customer care cases, ensuring issues are logged, prioritised, and resolved within agreed service levels.

• Act as the senior escalation point for complex or high-risk customer care issues.

• Work closely with Construction and Site teams to address recurring defects and improve build quality.

• Ensure compliance with warranty provider requirements (e.g. NHBC, LABC, Premier) and consumer codes.

• Monitor and manage customer care budgets, costs, and subcontractor spend.

• Coordinate defect inspections and quality reviews where required.

• Manage relationships with subcontractors and suppliers supporting customer care works.

• Track and report on customer satisfaction metrics, defects trends, and performance KPIs.

• Support handover processes to ensure a smooth transition from Construction to Customer Care.

• Drive continuous improvement initiatives to reduce defects and improve customer experience.

• Ensure health & safety compliance across all customer care activities.

• Provide regular reporting to senior management on performance, risks, and improvement actions.

Key Skills and Experience:

• Proven experience as a Customer Care Manager or Senior Customer Care / Aftercare professional within housebuilding or residential construction.

• Strong understanding of new-build warranty processes, defects management, and customer service best practice.

• Experience managing and developing teams.

• Excellent communication and stakeholder management skills.

• Commercially aware with experience managing budgets and subcontractor costs.

• Calm, professional, and solutions-focused approach to customer issues.

• Strong organisational and problem-solving skills.

• Relevant construction or customer service qualifications are advantageous.

What's in it for you:

• Competitive salary per annum depending on experience

• Discretionary bonus

• 33 days' holiday (inclusive of bank holidays)

• Private Medical Insurance

• Employee Assistance Programme (EAP)

• Health Hero digital GP and Health Assured Wisdom App

• Competitive parental leave

• 3x salary life assurance (option to increase to 4x)

• Cycle to Work scheme

• Employer-matched pension up to 5%

• Flexible benefits including shopping vouchers, airport parking, and reduced gym memberships

Important note for Recruitment Agencies

Please do not send, by any means, unsolicited Resumes (i) in response to any of our roles, (ii) to any of our employees or any person engaged by us, or (iii) to any of our regional businesses, including our head office. Any unsolicited Resumes received by us shall be deemed to be our property.

Any candidate submitted to us by an Agency via an unsolicited Resume shall be deemed to have been referred by that Agency free of commission, fee or any other charge (Fees). We are not liable for any Fees relating to the engagement of any person resulting from an unsolicited Resume.