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    Customer Care Manager


    24 June 2021

    The role

    Our customers expect their homes to be of a high standard and the role of Customer Care Manager is to ensure they are.

    Urban Splash are recruiting a Customer Care Manager to take ownership of all our residential sites across the UK; being on hand with practical help and technical expertise. Reporting into the Head of Customer Care, you will manage all customer related issues through to resolution by thorough communication with internal and external stakeholders including customers and subcontractors. You will be site based with the option to work from home when needed. Currently, our sites span from the North East down to Cambridge and Milton Keynes, however the bulk of this role will be spent initially in the North West and Birmingham.

    Hours of work

    9am-5.30pm Monday to Friday

    Responsible to

    Head of Customer Care and Residential Director



    Key responsibilities

    — Visit customers on site to understand their needs by building a professional relationship, offering guidance and assistance/rectification to matters raised.

    — Responsible for carrying out snagging and inspections of new homes and ensuring they are at a high standard in advance of handover to new home owner.

    — Manage on-going rectification of customer care issues & where required manage escalated complaints.

    — Provide technical advice on issues, and support the customer care coordinators and administrators

    — Efficiently working with sub-contractors and developers to ensure issues are closed out promptly and satisfactorily

    — Consistent communication with customers to ensure their issues are dealt with efficiently and to a high standard.

    — Working with Head of Customer care to identify & rectify on-going defects and providing relevant data for weekly and monthly reporting.

    Skills and Experience

    — Previous customer care experience working in construction/development is essential

    — Have strong knowledge of construction and defect management

    — Highly organised and ability to prioritise workload to meet business needs

    — Strong passion for quality and professionalism

    — Excellent organisational skills

    — Ability to work alone and within a team

    — Experience in complaint handling

    — Proficient Microsoft office skills particularly excel

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