Customer Care Manager

Sphere Solutions; Cardiff; On-site; GBP 60,000 - 80,000; Full time

Job description

About the Role

We are seeking an experienced Customer Care Manager to join a leading Tier 1 building contractor in Cardiff. This is an exciting opportunity to play a key role in ensuring top-tier customer satisfaction across high-profile projects, including schools, commercial buildings, and MOD work.

Key Responsibilities

1. Lead and manage the customer care process, ensuring a high level of service is provided.
2. Act as the main point of contact for clients, residents, and stakeholders, handling queries and resolving issues effectively.
3. Oversee the aftercare process, ensuring any defects or snags are addressed promptly and in line with contractual obligations.
4. Work closely with project teams, subcontractors, and site managers to drive quality and continuous improvement.
5. Implement and maintain customer care policies and procedures, ensuring compliance with industry standards.
6. Produce reports and feedback to senior management on customer satisfaction, trends, and improvements.

What We’re Looking For

1. Experience in a Customer Care or Aftercare role within the construction industry.
2. Strong understanding of defects management and post-completion processes.
3. Excellent communication and problem-solving skills, with a customer-first approach.
4. Ability to work collaboratively with internal and external stakeholders.
5. Knowledge of health & safety regulations and compliance within construction.

Why Join Us?

1. Work for an award-winning, Tier 1 contractor with a strong reputation for quality and excellence.
2. Career progression opportunities within a well-established and growing business.
3. Competitive salary and benefits package.
4. Be part of a dynamic team delivering high-profile projects across various sectors.

Ready to take the next step? Apply today or contact us for more information.