Customer Care Manager

Lochay Homes is an award-winning private housebuilder committed to delivering high-quality homes and exceptional customer experiences. We are looking for an experienced and proactive Customer Care Manager to lead our customer care function and ensure our homeowners receive outstanding service from pre-handover through to the end of the warranty period.

You will manage all aspects of customer care, quality assurance and aftercare. Working closely with our Construction, Technical and Sales teams, you will oversee pre-handover inspections, quality control processes, customer orientations, defect management and ongoing homeowner support, so that every home is delivered to the highest standard.

Responsibilities

• Manage customer care enquiries and aftercare activities
• Coordinate and monitor remedial works with subcontractors and suppliers
• Lead pre-handover inspections and quality control checks
• Ensure homes are completed and presented to the highest standard before legal completion
• Conduct customer home demonstrations and support homeowners through the handover process
• Monitor customer satisfaction and drive continuous improvement
• Maintain accurate records through CRM and customer care systems
• Manage warranty-related matters and defect resolution
• Prepare customer care reports and updates for senior management

Requirements

• Previous experience in a Customer Care Manager or similar role within housebuilding
• Strong understanding of new-build construction, snagging and defect resolution
• Excellent communication and customer relationship skills
• Highly organised with strong attention to detail
• A proactive approach to problem solving and quality management
• Full UK driving licence

Benefits

• Competitive salary and benefits package
• Opportunity to join a growing Scottish housebuilder with a reputation for quality and customer satisfaction
• Supportive and collaborative working environment
• The chance to play a key role in delivering an exceptional customer journey

How to apply

Please send your CV and a covering letter outlining your relevant experience.

At Lochay Homes, customer satisfaction starts long before handover and continues long after the keys are delivered.

Pay: £25,420.00-£57,420.00 per year

Work Location: In person