Head of Customer Care

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.