Head of Customer Care

Description

• 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

• 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

Interview process

Visa Sponsorship

Security clearance