At a Glance
- Tasks: Lead the customer care team to ensure top-notch service and resolve homeowner issues.
- Company: Dandara, a leading name in UK housebuilding with over 30 years of excellence.
- Benefits: Competitive salary, bonus, 33 days holiday, private medical insurance, and flexible benefits.
- Other info: Join a dynamic team focused on continuous improvement and career growth.
- Why this job: Make a real difference in customer satisfaction and enhance brand reputation.
- Qualifications: Experience in customer care within housebuilding and strong team management skills.
The predicted salary is between 40000 - 50000 £ per year.
Role & Responsibilities
At Dandara, we’re proud to build homes that stand the test of time — places defined by quality, precision, and craftsmanship.
For over 30 years, we’ve been setting the benchmark for excellence in UK housebuilding.
The Customer Care Manager will lead and manage the customer care function, ensuring homeowners receive a high‑quality aftersales service and that defects are resolved efficiently and professionally.
The role is critical to customer satisfaction, brand reputation, and compliance with warranty and consumer code requirements.
Working closely with Construction, Technical, and Customer Care teams, you will oversee the end‑to‑end customer care process from handover through the warranty period.
Main duties and responsibilities
- Lead and manage the customer care team, including Coordinators and Technicians, setting clear standards and performance expectations.
- Oversee the management of customer care cases, ensuring issues are logged, prioritised, and resolved within agreed service levels.
- Act as the senior escalation point for complex or high‑risk customer care issues.
- Work closely with Construction and Site teams to address recurring defects and improve build quality.
- Ensure compliance with warranty provider requirements (e. g. NHBC, LABC, Premier) and consumer codes.
- Monitor and manage customer care budgets, costs, and subcontractor spend.
- Coordinate defect inspections and quality reviews where required.
- Manage relationships with subcontractors and suppliers supporting customer care works.
- Track and report on customer satisfaction metrics, defects trends, and performance KPIs.
- Support handover processes to ensure a smooth transition from Construction to Customer Care.
- Drive continuous improvement initiatives to reduce defects and improve customer experience.
- Ensure health & safety compliance across all customer care activities.
- Provide regular reporting to senior management on performance, risks, and improvement actions.
- Key Skills and Experience
- Proven experience as a Customer Care Manager or Senior Customer Care / Aftercare professional within housebuilding or residential construction.
- Strong understanding of new‑build warranty processes, defects management, and customer service best practice.
- Experience managing and developing teams.
- Excellent communication and stakeholder management skills.
- Commercially aware with experience managing budgets and subcontractor costs.
- Calm, professional, and solutions‑focused approach to customer issues.
- Strong organisational and problem‑solving skills.
- Relevant construction or customer service qualifications are advantageous.
- What’s in it for you
- Competitive salary per annum depending on experience
- Discretionary bonus
- 33 days’ holiday (inclusive of bank holidays)
- Private Medical Insurance
- Employee Assistance Programme (EAP)
- Health Hero digital GP and Health Assured Wisdom App
- Competitive parental leave
- 3x salary life assurance (option to increase to 4x)
- Cycle to Work scheme
- Employer‑matched pension up to 5%
- Flexible benefits including shopping vouchers, airport parking, and reduced gym memberships
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dandara Living. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dandara Living before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Manager in Southampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dandara Living:Your cover letter is your chance to shine! Tell us why you want to work at Dandara Living specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dandara Living!
How to prepare for a job interview at Dandara Living
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
