Customer Care Office Leader — Elevate Service Excellence

Persimmon Homes; Nottingham; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Competitive salary

Car Allowance

Commission

Life Cover

Contributory Pension

Healthcare

Bonus

Employee Benefits Platform

Job summary

Persimmon Homes is seeking a Customer Care Office Manager in Mansfield to lead the Customer Care team and ensure exceptional service standards. You will drive performance, manage escalations and work with contractors to deliver remedial works.

You will report to the Customer Care Operations Manager, attend site meetings, and monitor governance and safety compliance while supporting continuous improvement across the customer journey.

Qualifications

• Proven experience leading or managing a customer-facing team.
• Strong leadership, coaching and performance management skills.
• Excellent written and verbal communication; builds positive relationships.

Responsibilities

• Lead, develop and motivate the Customer Care team to hit KPIs and service standards.
• Oversee all customer communications with professional and timely handling.
• Manage escalations and support formal complaint resolutions.
• Drive customer service excellence and NHBC survey performance.
• Collaborate with internal and external stakeholders for timely issue resolution.
• Attend site meetings with customers, operations teams and contractors.
• Ensure governance, compliance with internal processes and safety codes.
• Manage data and cost controls, using insights to drive improvements.

Skills

Leadership

Customer service

Coaching

Performance management

Communication

Organisation

Problem solving

Tools

Microsoft Office

Job description

Persimmon Homes is seeking a Customer Care Office Manager in Mansfield to lead the Customer Care team and ensure exceptional service standards. You will drive performance, manage escalations and work with contractors to deliver remedial works.

You will report to the Customer Care Operations Manager, attend site meetings, and monitor governance and safety compliance while supporting continuous improvement across the customer journey.