Head of Customer Care

43 Days Old

Elvet Recruitment have been appointed to recruit a Head of Customer Care for a leading housebuilder, responsible for overseeing the full regional Customer Care function and ensuring homeowners receive an exceptional post‑completion experience. The role sits on the regional senior leadership team and plays a key part in driving a customer‑centric culture across all operational departments.

Main duties will include:

* Leading, motivating, and developing the regional Customer Care team to deliver exceptional service and meet performance targets.

* Championing the customer journey and ensuring all quality checks, processes, and service standards are consistently followed.

* Managing team resourcing, training, coaching, and performance to maintain a high‑performing function.

* Overseeing effective scheduling and utilisation of Maintenance Technicians.

* Maintaining NHBC survey trackers, monitoring RAG status, and coordinating recovery actions.

* Driving performance against KPIs including defect management, NHQC/NHBC standards, and SLA compliance.

* Influencing Build, Sales, Technical, and Commercial teams to ensure seamless customer handovers and customer‑centric operations.

* Managing post‑completion complaints including NHBC, NHQB, MP enquiries and legal matters.

* Analysing trends and root causes to drive continuous improvement and enhance build quality.

* Supporting and coaching regional teams on communication, systems, and complaint handling.

* Overseeing NHBC resolution meetings and ensuring follow‑up actions are completed.

* Working with internal legal teams on NHQB defence responses.

* Monitoring Customer Care costs, ensuring correct coding and identifying contra‑charge opportunities.

* Representing Customer Care at regional management and board meetings.

* Driving NHBC survey response rates and supporting customer‑level engagement.

* Ensuring GDPR‑compliant handling of customer information and adherence to all Health & Safety policies.

To be considered, applicants must:

* Hold a degree or have equivalent experience in Customer Service, Construction Management, Business Administration, or a related field.

* Have proven senior experience in customer care or service delivery, ideally within housebuilding or residential construction.

* Possess strong knowledge of NHBC warranty standards, building regulations, and post‑completion processes.

* Demonstrate leadership capability with experience developing high‑performing teams.

* Have excellent communication, problem‑solving, and conflict‑resolution skills.

* Be proficient in customer care systems, CRM platforms, and Microsoft Office.

* Hold a full UK driving licence and be willing to travel regionally.

Desirable attributes include: experience implementing customer care/CRM systems, knowledge of regional housing markets, relevant professional qualifications, and a passion for delivering a high‑quality customer experience.

Please call Michael Dufferwiel at Elvet Recruitment to discuss in more detail
Apply
Location:
Penrith
Salary:
£65,000 - £80,000 /annum Based on experience
Job Type:
FullTime
Category:
Construction

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