Customer Care Manager

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We're looking for a Customer Care Manager to be responsible for developing and strengthening relationships with Client team following handover of project. This role will be based out of our Rugby office and support our Midlands Team.

Key Responsibilities

• Is responsible for developing and strengthening relationships with Client team following handover of project.
• Is responsible for helping Client team understand their new building.
• Is responsible for helping Client team understand their obligations in respect of maintaining their new building
• Is responsible for liaising and coordinating with Client team to ensure swift and appropriate action where needed to rectify any construction defects.
• Is responsible for activities on site as regards to health and safety and delivery to agreed programme following handover from site team.
• Ensures all works are carried out to the highest standard and to the Client's satisfaction.
• Completes Materials Received sheet to allow comparison to buying procurement.
• Liaises with Project Manager and Contracts Manager to ensure smooth handover of project to Client and

Customer Care Team.

• Ensures Fieldview projects are set up and ready to operate at handover.
• Monitors production of Operation and Maintenance manuals, Health and Safety file.
• Liaises with Project Manager and Contracts Manager to ensure compliance to contractual obligations in respect of specifications and standards.
• Liaises with Commercial Manager and project team to ensure cost control on post contract works.
• Verifies defects are indeed contractual defects before the works are completed.
• Ensure the supply chain are provided with notices to ensure they are rectifying their own defects at their cost within the contractual timescales.
• Has the responsibility of planning and delivering all activities on site to enhance the Stepnell reputation.
• Liaises with subcontractors to ensure timely, effective and appropriately economic response to reported issues.
• Liaises with consultants to ensure appropriate remedial works are undertaken, seeking at all times to protect Stepnell's position in respect of liabilities.
• Fully complies with all procedures and suggests areas for improvement if they are not happy with the procedures.
• Reviews progress with the regional Construction Manager and Customer Care Team on a regular basis to ensure full flow of information and control of works.
• Works to target programmes based on the regular review meetings.
• Monitors construction activities and takes actions as necessary to ensure delivery on programme.
• Monitors defects and causes to feed data analysis back into construction team to improve construction teams understanding of possible defects.
• Reviews major defect issues and feeds information back to company in regards of best practice measures that can eliminate these issues. This will include a cause of the issue and recommendation to prevent reoccurrence.
• Carries out regular meetings with Client team to monitor defect resolution and any issues they may have with new building.
• Monitors and reports on KPI's, including what are our defects, what do they cost and then details specific actions as a result.
• Carries out 12-month defect inspections with Client teams and arranges appropriate works to rectify all defects.
• Obtains Certificate of Making Good Defects and passes onto Commercial team for retention release targeting release on the expiry of the MGD period.
• Available to Client teams past 12 month defects to help any latent defects which may occur and strengthen Stepnell reputation with Client.
• Completed post occupancy evaluations with technical support from the business.
• Assists Operations Manager / Regional Manager in production of Board reports in respect of post contract issues.
• Produces lessons learnt reports on all issued to circulate around the business.
• Leads Zero Defect Workshops during Pre-Construction and whilst project is on site to support on potential inherent design defects.
• Measures profit and loss against our Maintenance Reserve with support from the commercial manager.
• Supports the business with understanding of the principals of soft landings to enable us to keep up with the market requirements on public sector work and ensures this is delivered on site.
• Adopts a pro-active approach during the making good defects stage to enable us to rectify defects promptly and efficiently.
• Provides scoring assessments on the supply chain to demonstrate how they have performed during the MGD stage and feedback to them for areas of improvement.

Compliance

• Identifies all health, safety and environmental risks and ensures their control using the Stepnell procedures.
• Develops for own operatives all RAMS and reviews and approves all RAMS for subcontractors as part of planning their work.
• Is part of the handover process and assist in ensuring relevant protocols are followed.
• Is required to ensure that corrective action is instigated in cases where non-conformance on site is identified and the issue closed out. Reviews actions to control and prevent re-occurrence, including recommending system improvements to their Regional Construction Manager.
• Ensures Stepnell Customer Care procedures are followed and recorded appropriately.
• Seeks Net Promotor Score feedback (directly or indirectly) from Client teams in respect of Stepnell handover and aftercare processes.

People Management

• Leads their team including construction teams, operatives and subcontractors to maximise their performance and their output.
• Plans the work to maximise the efficiency in which operatives and subcontractors work within the confines of the Client requirements.
• Assesses performance of teams and provides constructive feedback on performance.
• Assists with appraisals if required.
• Liaises on a day-to-day basis with clients and/or their representatives to resolve immediate issues, ensuring their needs are satisfied and that a construction relationship with internal and external customers is maintained and developed.

Why Stepnell

At Stepnell, we're passionate about empowering our people to thrive. We believe in building fulfilling and rewarding careers by investing in talent, nurturing growth, and inspiring innovation. With the prestigious Investors in People Gold accreditation, we're proud to place our people at the heart of everything we do. Every team member is valued, and curiosity and collaboration are central to our team culture. We're committed to enabling our people to make a real impact and drive meaningful change throughout our business.

To show our appreciation, we offer generous and competitive benefits including, an enhanced pension scheme with a Stepnell contribution of 7% to help secure your financial future, annual leave that increases with service and the flexibility to purchase more, a market leading employee referral scheme, and for eligible roles comprehensive health coverage, adjustable start and finish times and a car allowance or company car.

Join us in a collaborative and inclusive environment where your well-being is our priority, and your contributions are truly valued.

About Stepnell

As a family-owned business with over 155 years of history, Stepnell is built on stability, trust, and long-term thinking. We make decisions with the future in mind for our people, our clients, and our communities.

Our capabilities span construction, property development, energy solutions, joinery, and concrete repair, allowing us to offer integrated services that meet a wide range of client needs. Operating through seven regional offices in Rugby, Nottingham, Liverpool, Wantage, Bristol, Southampton, and Poolevand across three core business units, we maintain a strong local presence while delivering consistently high standards. Today, repeat clients account for 75% of our turnover a testament to our reliability and the quality of our relationships.