Oversee all customer complaints, with direct accountability for Stage 1 complaints and a hands-on approach to resolving complex or high-profile cases.
Deliver information and insight to drive continuous improvement - providing regular, accurate data to support customer-focused decision making at leadership level.
Embed strong governance and compliance, ensuring all systems, processes and reporting standards are followed across the team.
Collaborate across functions, maintaining excellent relationships with Construction, Sales, and Commercial teams to ensure issues are resolved quickly and root causes are addressed.
Ensure health & safety standards are upheld at every touchpoint, promoting a safe and respectful approach to work in customers' homes and across the team.
Set the vision for Customer Care in your region - ensuring a clear, customer-centric strategy is embedded across the business.
Oversee and monitor key activities aligned to our Customer Care Timeline, ensuring full compliance with the New Homes Quality Code. Use this insight to highlight both successes and areas for improvement across the business.
Champion and support a culture of customer service excellence, driving performance towards our stretch targets. With our HBF 5-star status as the benchmark, ensure continuous improvement remains at the heart of everything we do.
Champion NHBC survey results, setting expectations, tracking progress and driving actions that contribute to improved customer satisfaction scores.
Lead, inspire, and support your team - including Office Managers, Field Operations Managers, Coordinators, Administrators, and Maintenance Operatives - to deliver a high-quality, consistent aftercare experience.
Own and drive performance against service level agreements (SLAs), ensuring every customer query or issue is managed promptly, professionally, and empathetically.
Requirements
excel
powerpoint
data literacy
communication
uk licence
leadership
Have good data literacy and be confident using Microsoft Office (including Excel and PowerPoint) and business systems to extract insight and drive decision making.
Be an excellent communicator - clear, empathetic and calm under pressure - with strong influencing skills at all levels.
A full UK driving licence and access to a vehicle is preferred, given the need for occasional site and regional travel.
Be collaborative and commercially aware, with a mindset for continuous improvement and cross-functional problem solving.
Be highly organised, with a strong grasp of governance, cost control, and service delivery processes.
Have a proven track record of leading high-performing customer care teams or similar customer-centric operations.
Benefits
Health Care
Company car/Car allowance
Employee Benefits Platform – giving you access to high-street discounts, wellbeing support, and more
Competitive salary
Life Cover & Contributory Pension
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
Since 1972
Year Established
Operated consistently as a leading homebuilder in the UK since its founding year.
£3+ Billion
Annual Revenue
Achieved significant financial performance with over £3 billion in reported revenue.
Creating large-scale residential communities across the UK.
Committed to high-quality homes and sustainability in the residential sector.
Specializes in affordable homes, luxury developments, and mixed-use residential estates.
Operates through multiple regional offices, delivering homes in both urban and rural settings.
Notable for a customer-centric approach, focusing on design quality and value for money.
Known for delivering homes on time and within budget, establishing a trusted reputation in UK housing.
Culture + Values
Customer Focused – “Our customers are our first priority… by treating them fairly and with integrity.”
Value Driven – “Deliver the best value, high quality homes… encouraging entrepreneurship, innovation and cost‑efficiency.”
Team Work – “We are one team, working in an open and collaborative manner… embrace diversity and new ideas.”
Social Impact – “Build homes for the future in sustainable communities… leave a legacy that delivers economic, social and environmental value.”
Excellence Always – “Strive to be excellent in all that we do… build the best value, high quality homes in the most cost‑effi cient manner.”
Open culture – “Encourages frank and honest discussion… people feel able to be their authentic selves at work.”
Flexible working – “Culture based on trust… you’ll want to do the right thing, and make the right decisions.”
Environment + Sustainability
46.2% Reduction
Scope 1+2 Emissions
Reduction in Scope 1 and 2 emissions from a 2019 baseline by 2030.
22% Reduction
Scope 3 Emissions
Reduction in Scope 3 emissions per m² floor area from a 2019 baseline by 2030.
146,068 Trees
Planted Across Developments
Approximately 146,068 trees planted across developments.
98% Waste
Recycled
98% of operational waste recycled in 2024.
Netzero carbon homes in use by 2030
Netzero carbon operations by 2040
Longterm net zero valuechain target by 2045 (SBTi pathway)
Maintain NHBC reportable items at 0.26 for year ending 31 Dec 2024
Achieve 10% Biodiversity Net Gain on all new developments
Ensure HBF five-star customer satisfaction rating
Employee training: 15,350 training days delivered
Average home SAP rating 84 (B EPC)
Zero-carbon home pilot at Germany Beck, York: ASHP, solar PV, MVHR, wastewater heat recovery, EV charging
235 sites served by own timberframe, brick and tile factories in 2024
Inclusion & Diversity
40% Female Employees
Target Representation
40% of total employees should be female by end of 2025.
32% Managers
Female Representation
Currently, 32% of managers are female, with a target of 45%.
34% Senior Management
Female Representation
34% of senior management are female, nearing the 35% target.
39% Salaried
Female Employees
39% of salaried employees are female, approaching the 45% target.
50 Apprentices
Female Recruitment Target
Targeting 50 female apprentices/technical trainees in construction roles.
Completed external D&I review in early 2022.
Established D&I Working Group and Council.
Formed Employee Panel to inform progress.
Implemented diversity training across the Group.
Achieved Living Wage Foundation accreditation.
Include all employees and subcontractors in Living Wage certification.