Office Manager

We are seeking an experienced and customer-focused Customer Care Office Manager to lead and develop a busy Customer Care department with our client based in Norwich. The successful candidate will be responsible for managing the customer care team, ensuring exceptional customer service delivery, driving departmental performance, and maintaining high levels of customer satisfaction in line with company standards and NHBC requirements.

This is an excellent opportunity for a proactive leader with strong customer service, people management, and complaint resolution experience who thrives in a fast-paced environment.

Key Responsibilities

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• Lead, manage, motivate, and develop the Customer Care team to achieve departmental and company KPIs.
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• Set clear performance expectations and maintain high standards across the department.
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• Conduct performance reviews, coaching sessions, and ongoing training to support employee development.
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• Ensure all customer correspondence and defect-related issues are handled professionally, efficiently, and cost-effectively.
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• Manage customer expectations and ensure adherence to company Customer Care Policies, Procedures, and Customer Pledge commitments.
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• Identify, investigate, and resolve customer escalations before they become formal complaints.
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• Support and oversee the management of formal complaints, ensuring issues are resolved in line with company procedures.
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• Attend customer properties and development sites when required to meet with customers, site teams, and maintenance operatives.
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• Build strong working relationships with Construction, Sales, Commercial, Technical, and Accounts teams to ensure effective communication and service delivery.
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• Monitor customer satisfaction performance and implement improvements to enhance the customer journey.
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• Ensure the department operates in accordance with Health, Safety & Environmental policies.
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• Produce and analyse departmental reports, identifying trends and opportunities for continuous improvement.
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• Drive a culture of customer excellence throughout the business.
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Skills & Experience Required

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• Previous experience in a Customer Care Manager, Customer Service Manager, or similar leadership role.
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• Strong people management experience, including coaching, mentoring, and performance management.
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• Experience handling customer complaints and complex escalated issues.
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• Excellent communication and interpersonal skills with the ability to build relationships at all levels.
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• Proven ability to manage multiple priorities and work effectively under pressure.
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• Strong organisational and problem-solving skills.
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• Experience working with KPIs and service performance metrics.
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• High level of customer focus and commitment to service excellence.
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• Good IT skills, including Microsoft Office and customer management systems.
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Desirable Experience

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• Experience within the Customer Services sector
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• Experienced in managing a team
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• Strong communication skills
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• Fully conversant with Microsoft Package, including Excel and Word
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Personal Attributes

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• Professional and customer-centric approach.
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• Strong leadership and motivational skills.
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• Resilient and solutions-focused.
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• Calm under pressure and able to manage challenging situations effectively.
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• Confident decision-maker with excellent attention to detail.
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• Team player with a collaborative working style.
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Please apply with your up to date CV.