Job Title: Head of Customer Care
Location: Penrith
Company: House Builder
Salary: £60k base - £85k base + car
About The Company
Our client is is a leading residential house builder committed to delivering high-quality homes and outstanding customer experiences. With a strong reputation for craftsmanship, innovation, and community development, they pride themselves on putting customers at the heart of everything we do.
The Role
They are seeking an experienced and strategic Head of Customer Care to lead and develop our customer care function across the business. Reporting to the Managing Director, you will be responsible for shaping and delivering a best-in-class aftercare service that enhances customer satisfaction, protects brand reputation, and drives continuous improvement.
This is a senior leadership role requiring a customer-focused professional with extensive experience in the housebuilding sector.
Key Responsibilities
Lead, inspire, and manage the Customer Care team across multiple developments/regions
Develop and implement customer care strategies aligned with company objectives
Oversee the management of defects, warranty issues, and post-completion service delivery
Monitor and improve customer satisfaction metrics, including NHBC/HBF survey results
Establish clear KPIs, performance standards, and reporting frameworks
Drive a culture of accountability, responsiveness, and quality
Collaborate closely with Construction, Sales, Technical, and Commercial teams to reduce recurring issues and improve build quality
Manage departmental budgets and ensure cost-effective service delivery
Handle escalated complaints professionally and effectively
Ensure compliance with industry regulations and warranty provider requirements
About You
Proven senior-level experience within Customer Care in the housebuilding industry
Strong knowledge of NHBC standards, warranty processes, and HBF customer satisfaction surveys
Demonstrable leadership experience with the ability to motivate and develop high-performing teams
Excellent communication and stakeholder management skills
Commercially astute with strong analytical and reporting capabilities
Strategic thinker with a hands-on approach
Full UK driving licence
What We Offer
Competitive salary and performance-related bonus
Company car or car allowance
Pension scheme
Private healthcare
Generous holiday allowance
Career progression within a growing and ambitious organisation
How to Apply
If you are passionate about delivering exceptional customer experiences and want to play a pivotal role in shaping our customer care strategy, we would love to hear from you.
Please send us your CV and we will call you straight away
