Customer Relations Manager

Job Title Customer Relations Manager

Role Type Full Time/Fixed Term Contract

Job Location Billingshurst

Reports to Head of Customer Care

The Company

From day one, Thakeham has been driven by a clear vision: to transform the way people think about new-built developments. Over 20 years later, that ethos is still very much alive, reflected in our numerous awards and reputation in the sector.

An infrastructure-led community creator and strategic land promoter, Thakeham is committed to partnerships, innovation and creating amazing places to live and work. We are industry-leading in sustainability and biodiversity. We were one of the first to introduce Zero Bills homes in partnership with Octopus Energy.

We pride ourselves on our 'Infrastructure first' approach, ensuring communities release the benefits of new development at the outset, rather than later in the process. We deliver social, affordable and retirement housing for a wide range of housing associations and local authorities.

People are Thakeham's most important asset, and this is reflected in the way we operate. We are proud to be listed in the Top 50 Best Mid-Sized Companies to Work For 2025.

With around 185 employees, our people enjoy excellent rewards and working conditions in an exciting business, offering exciting career opportunities. Thakeham is keen to develop, guide and support our employees, regardless of what stage they are in their careers.

We value diversity and encourage people to bring their full authentic selves to work. A Gold Armed Forces Covenant signatory and supporter of armed force's charity Building Heroes, Thakeham operates a Talent for Development outreach campaign for military veterans and college leavers.

We combine meaningful work with opportunities to give back, through volunteering and fundraising initiatives that support our communities such as the Housebuilder Challenge and offering two paid volunteering days per year to do so. Where roles allow, our summer hours policy in June, July and August allows people to enjoy longer weekends with their loved ones. A flexible approach to working is available all year round.

At Thakeham we build communities, together.

The Department

Customer Care provides outstanding support to homeowners and clients, guiding them through move-in and managing relationships throughout the warranty period. The team oversees quality inspections before handover, conducts home demonstrations, and handles post-occupation defect management.

They also gather and analyse customer feedback, working cross-functionally with departments such as Sales, Construction, Technical, Engineering, Commercial, and Finance to resolve issues efficiently, manage subcontractors effectively, and drive continuous improvement.

The Job Role

As the primary point of contact for homeowners, the Customer Relations Manager delivers outstanding service from move-in through aftercare. Reporting to the Head of Customer Care, this role manages private customer and client partnership relationships across multiple sites, ensuring every interaction leaves customers feeling valued.

Key responsibilities include conducting home demonstrations, resolving issues swiftly and proactively, and overseeing all post-occupation care. The role also drives continuous improvement, ensures regulatory compliance, and helps minimise financial impact.

Customer Journey

• Conduct quality inspections to uphold Thakeham standards

• Ensure site teams complete pre-handover snagging

• Lead smooth and informative home demonstrations

• Manage aftercare and warranty support

• Oversee "End of Defect" period with partners and housing associations

• Coordinate timely issue resolution with Care Coordinators and subcontractors

• Diagnose complex defects with Construction and Technical teams

• Ensure all remediation works are completed to standard

Continuous Improvement

• Maintain accurate records of all customer interactions

• Identify and act on opportunities to improve service, product, or process

• Escalate recurring issues for root cause analysis

• Update customer data to enhance experience and reduce contact volume

• Shape policies and procedures based on feedback and trends

Financial & Regulatory

• Engage subcontractors and Care Technicians efficiently

• Minimise costs while maintaining customer satisfaction

• Recover costs through contra-charging and retention recovery

• Ensure compliance with Consumer Code and New Homes Quality Code

• Uphold Health & Safety standards

People Management

· May be required to lead, motivate, and develop a small team

The Required Skills

• Committed to delivering exceptional customer service

• Empathetic and skilled in conflict resolution

• Strong verbal, written, and presentation skills

• Commercially aware with sound business judgment

• Proficient in Microsoft Office; Coins and CRM system principles is desirable

• Able to simplify complex information

• Familiar with NHBC Standards and Warranty Provision

• Confident engaging stakeholders at all levels

• Detail-oriented, organised, and efficient with time

• Professional, discreet, and collaborative

• Adaptable, proactive, and solutions-focused

• Experience in customer care preferred

• Full driving licence required

The Benefits

· Competitive salary

· Salary sacrifice car scheme

· Car allowance

· Annual holiday allowance 26 days increasing to 27 after 3yrs service and 28 after 5yrs service (plus bank holidays)

· Life assurance

· Private medical insurance

· Health screening

· Pension scheme

· Bonus scheme

· Flexible working hours in a modern office environment / Working from Home Policy

· Excellent development and progression opportunities for the right candidate

· Company Social events

Plus a whole range of other employee benefits that we can tell you all about, our employees are rewarded for their performance, attitude and results.

Thakeham is committed to providing equal opportunities in employment and treating people fairly. We will treat all job applicants and employees equally regardless of age, race, religious belief, colour, ethnic or national origin, sex, marital status, sexual orientation or disability. We welcome applicants from all sectors of society and we are committed to promoting an inclusive environment for all.

Job Type: Fixed term contract

Contract length: 3 months

Benefits:

• Company pension
• Cycle to work scheme
• Flexitime
• Free flu jabs
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Private medical insurance
• Sick pay

Work Location: In person