Customer Care & Quality Manager

Job Description

Customer Care & Quality Manager
Location: South London (Hybrid – 3 days in office: Tues/Wed/Thurs in Croydon)
Rate: £32.44 per hour
 
Contract: Ongoing interim position
 
Join the Customer Experience Directorate within a leading Housing Group as we undergo a major transformation to enhance our services, systems and culture. We’re seeking a Customer Care & Quality Manager to lead a high-performing team focused on ensuring exceptional customer service and defect resolution during the new home warranty period. This role is critical in managing the customer journey from handover to resolution, working closely with internal teams and external contractors to ensure standards are met and issues are resolved promptly. You’ll be responsible for overseeing a Team Leader and approximately nine Customer Care & Quality Executives who log and track all defects.
 
We’re looking for someone with strong leadership capability, a keen eye for process improvement, and confidence in working cross-functionally in a fast-paced environment. Experience in defect management is highly desirable, but we will consider candidates with excellent management skills and a proven ability to quickly grasp technical processes.
 
Key Responsibilities:

• Lead and manage the Customer Care & Quality Team, including a Team Leader and defect logging staff
• Monitor team KPIs, ensuring timely and accurate defect logging and resolution
• Set and maintain benchmark snagging and handover standards in line with Employer Requirements
• Collaborate with Delivery and Construction teams to ensure contractors complete works on time
• Escalate and resolve complex or delayed cases in coordination with stakeholders
• Drive team performance through coaching, development, and motivation
• Ensure robust use of CRM systems, Excel, and reporting tools to track progress and inform decisions

Requirements:

• Proven experience in leading customer-focused teams in high-pressure environments
• Ideally, experience with defect management in housing or construction
• Strong working knowledge of CRM systems and Excel
• Excellent communication, problem-solving and stakeholder management skills

This is an exciting opportunity to make a real impact during a period of meaningful change. If you’re a hands-on leader with a passion for delivering high-quality customer experiences, we want to hear from you.
 
To find out more information please contact Lily at Lilye@4recruitmentservices.com
 
Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.