Customer Care Managers sit at the heart of aftercare, balancing subcontractors, site teams, clients and residents. But what does that look like day to day? We spoke to Sarah Bainbridge at Norse Homes to understand the pace and pressure of the role.

How does your day typically start?
Early, checking emails, reviewing new defects, and identifying anything urgent. From there, it is about prioritising what needs chasing, what is overdue, and what could escalate. Once the day starts, it does not slow down.

What are the main tasks you are juggling?
By mid-morning, it is full speed: logging defects, updating residents, coordinating subcontractors, and responding to internal teams. The role is all about managing multiple moving parts while staying one step ahead.

What takes up time that people might not expect?
A lot happens behind the scenes, chasing updates, confirming appointments, and keeping everything on track. This coordination is essential but often unseen.

What are the biggest challenges?
Managing expectations from all sides. Residents want quick fixes, subcontractors have competing priorities, and internal teams want visibility. Without clear communication, small issues can quickly escalate.

 

At the end of the day, what does a “good day” look like?
A good day is about progress, not perfection. It means defects are resolved, residents are informed, and things have moved forward.

How does clixifix® support customer care at Norse Homes?
clixifix® supports from the start of site operations, keeping certificates and key information in one place. It brings defect tracking, communication and updates together, removing the need for emails and spreadsheets. With clear visibility and better coordination, it saves time and helps teams focus on resolving issues.

Why does this role matter?
Client Care Managers shape the final impression of a project. It’s not just about fixing issues, but building trust through communication and experience.

Final thought
The role involves managing a huge amount at once, raising the question: how much time is spent resolving issues versus managing the process?

Could clixifix® take your customer care to the next level?
Find out more at www.clixifix.com