Quality Assurance / Customer Care Manager

Our client is a well-established and highly regarded organisation within the residential development sector. They are seeking an experienced Quality Assurance / Customer Care Manager to join their team.

This is a key appointment focused on delivering high standards of quality and customer experience across across new build developments and existing residential properties, ensuring high standards of quality and customer experience”

Key Responsibilities

• Lead on customer care and quality assurance activity across live and completed developments
• Manage escalated customer complaints, defects, and aftercare issues through to resolution
• Conduct property inspections to ensure quality standards are met pre- and post-completion
• Liaise with site teams, contractors, and internal departments to resolve issues efficiently
• Analyse customer feedback, complaints, and defect trends to drive improvements
• Implement continuous improvement initiatives across processes and customer journey
• Ensure compliance with warranty providers, industry standards, and regulatory requirements
• Produce performance reporting and insights for senior stakeholders

Requirements

• Proven experience in customer care, aftercare, or quality assurance within a housebuilding / new build residential development environment (essential)
• Strong understanding of defects, snagging, and warranty processes (NHBC experience highly desirable)
• Experience working directly with site teams, contractors, and development environments
• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving ability with a focus on root cause resolution
• Ability to manage multiple priorities in a fast-paced environment
• Full UK driving licence essential, as the role may require attendance at properties alongside maintenance operatives