Customer Relations Manager

Role profile

To deliver an exceptional home-buying and ownership experience that exceeds NHQB standards, strengthens Cameron Homes’ reputation for quality and care, and ensures we retain our prestigious 5-star builder status.

This role combines hands-on customer care with proactive involvement of the end-to-end journey, ensuring every homeowner feels valued, informed, and delighted with their new home. The Customer Relations Manager acts as the dedicated advocate for the customer inside the business, driving both satisfaction today and quality improvements for the future.

What will the role involve?

Customer journey and relationship management:

• Act as the dedicated field-based point of contact for homeowners from legal completion through the warranty period
• Ensure all homes are handed over “customer ready” by working with Sales and Site teams on snag-free completion standards
• Lead and manage 8-week and 9-month aftercare survey completions, ​ensuring high return rates and top-quartile satisfaction scores
• Maintain a warm, professional, and proactive relationship with customers, handling queries and concerns with empathy and urgency.

Survey and performance management:

• Take full ownership of NHBC customer satisfaction surveys, from promoting participation to working with the wider team analysing results, ensuring Cameron Homes remains at a 5-star standard
• Monitor and act on Google, Trustpilot, and other public review platforms to protect and enhance brand reputation
• Analyse survey and feedback data to identify recurring themes and escalate systemic issues to senior management.

Operational excellence and collaboration

• Work closely with Construction, Sales, Quality and Customer Care teams to address defects promptly and prevent recurrence
• Provide regular feedback to operational teams to improve build quality, product design, and customer communications
• Contribute to training and development sessions to embed customer-first thinking across the business.

Continuous improvement

• Support Head of Customer care with mapping the end-to-end customer journey to identify pain points and propose solutions that improve experience and reduce cost-to-serve
• Use CRM and digital tools to track interactions, issues, and resolution times, working with customer care team, ensuring SLA adherence
• Feed into Head of Customer Care to recommend and implement service innovations to keep Cameron Homes ahead of industry best practice.

What we expect from you

Skills and experience required:

• Exceptional communication and relationship-building skills, with proven ability to connect warmly and professionally with customers at all stages
• Calm under pressure, able to resolve challenging situations with empathy and authority
• Strong problem-solving skills, capable of balancing customer needs with commercial realities
• Experience in the housebuilding industry (3+ years) and understanding of NHBC/NHQB standards is highly desirable
• Skilled in using CRM and customer feedback platforms to manage workflow and monitor service levels
• Flexible working pattern to meet the needs of customers e.g. evening or occasional weekend working, across a 30-hour (min) week, to be agreed
• Full, clean UK driving licence (travel to sites and customer homes required).

Key Performance Indicators (KPIs)

• NHBC 8-week satisfaction score (target: maintain or exceed 5-star rating)
• NHQB compliance rate (target: 100%)
• Defect resolution within agreed SLA (target: ≥ 95%)
• Survey return rates (target: ≥ 80%)
• Positive online review ratio (target: improve YoY)

Equal opportunities 

We are committed both to promoting equality and diversity in the Company and to equal opportunities in employment. The company believes in equality regardless of race or racial group (including colour, nationality, ethnicity, national origins) religion, caste or belief, age, disability, gender, gender identity, gender reassignment, sexual orientation, marriage and civil partnerships, surrogacy, adoption, and parental rights.  This includes any incidents of perceptive or associate discrimination and harassment.