Customer Care Manager

Customer Care Manager

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At Bellway we recognise that people are the key to our success, and we are committed to building an inclusive culture that values and respects difference combined with creating a safe and inclusive working environment for all colleagues. This means we are positive about making adjustments as well as providing flexible working and we would be happy to talk to you about how this could work for you.

There is an exciting opportunity to join Bellway, one of the UK’s largest house builders. Our North London Barking Division is looking to recruit a Customer Care Manager to join the Division’s Customer Care team.

The Role

The Customer Care Manager plays a pivotal role in ensuring the Customer Care department consistently delivers an exceptional service aligned with the values and standards set out in Bellway’s Customer Charter, NHBC, and NHQC expectations.

This role supports the Head of Customer Care in the day-to-day management of the department, ensuring effective resource allocation, proactive customer engagement, and resolution of complex issues.

This role reports of the Division’s Head of Customer Care.

Principal accountabilities of the role include:

Positively contribute to the level of service delivered to our customers, in line with the Bellway Customer Charter and the standards expected by the NHBC and NHQC.

Effectively manage the workload and tasks of the Customer Care team to ensure fair distribution and timely responses aligned with customer needs and service level agreements.

Ensure high-quality service delivery by monitoring performance standards and driving continuous improvement initiatives.

Take full ownership of complex customer issues and escalated complaints, ensuring timely resolution in line with service level agreements.

Proactively prevent escalation by following Bellway’s Complaints Procedure, notifying the Head of Customer Care, and preparing detailed case files when required.

Maintain accurate and up-to-date records of NHBC claims and resolutions, providing regular progress reports to the Head of Customer Care.

Manage financial responsibilities including material costs, purchase orders (POs), and contra charges, in accordance with delegated authority levels.

Collaborate effectively with Customer Care Operatives and Inspections Manager to schedule appointments and identify appropriate solutions.

Engage regularly with the Head of Customer Care to support departmental planning, KPI development, and staff training initiatives.

Experience, Qualifications and Skills

Experience

Experience of recruiting, developing and managing a team of staff

Demonstrable experience of meeting targets and deadlines

Experience of complaints management and working to deadlines under pressure

A proven track record of project management with the ability to take ownership

Housebuilding or related industry experience would be advantageous

Qualifications and Training

GCSE Maths and English at Grade 4/C (or equivalent) or above

Higher Qualification’s would be advantageous

Current and Full UK driving licence

Skills and Aptitude

Excellent communication and interpersonal skills

Outstanding communicator and strong networker able to build effective relationships

Strong IT skills with experience of utilising MS Office applications

Ability to effectively organise and prioritise work

Resilient, particularly when faced with setbacks and challenges

Creative approach to problem solving and able to pre-empt potential challenges

Ability to work independently and as part of a team

Committed to diversity and inclusion

The Role and Working Conditions

Predominantly office-based role with the option to undertake some work remotely

Limited within region travel required to meet customers on site

In return we can offer you:

Competitive salary

Company Van

Competitive annual bonus

Contributory pension scheme

25 days holiday, plus bank holidays

Access to discounts and benefits portal

ShareSave Scheme

Cycle to Work Scheme

Life assurance

Holiday Purchase Scheme

Earn and Learn Opportunities

We reserve the right to close this vacancy if a large volume of applications are received