Head of Customer Care - Residential Developer

Overview

Lead and expand customer care team for a residential developer.

Key Responsibilities

• issue diagnosis
• customer service
• client updates
• escalation management
• team development
• staff training

Tasks

With the use of specialist teams, help to diagnose issues and ensure that appropriate steps are taken to resolve them to the satisfaction of client and company Train and guide staff to ensure that excellent customer service is provided at all times Respond to customers enquiries in a professional manner. Ensure that all customers receive timely updates on the resolution of issues and all communication is logged effectively. Deal with any escalated issues that cannot be resolved by junior staff members Helping to develop an existing team which will grow in line with the expansion of the region

Requirements

• customer care
• property
• customer service
• communication
• organised
• problem solving

What You Bring

To aid their expansion, they are looking to add an experienced Head of Customer Care to a growing region. Experience of working within the property industry in a customer services or customer relations is preferred, though consideration would be given to anyone who gained experience in a transferable sector. Excellent written and verbal communication skills are essential and candidates should have a demonstrable desire to deliver outstanding levels of customer service. This is a fast paced role and would suit someone who is organised and has a clear approach to problem solving.

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About Potensis

-Backed by private equity firm FL Partners following a 2017 buyout, it has grown steadily under its guidance. -The firm focuses on placing professionals in commercial construction, residential development, social housing—and adjacent areas such as rail, surveying, and engineering. -Typical projects include sourcing executive and contract staff for construction giants, housing developers, and public‑sector infrastructure works. -Despite its specialist focus, the firm maintains flexible services—covering executive search, permanent hire, contract placements and workforce outsourcing. -Nearly all senior leadership rose through its rigorous in‑house training, reflecting a meritocratic internal culture.

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