Customer Care Office Manager — Lead & Elevate Service

Persimmon plc; Perth; Hybrid; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Commission

5* housebuilder -

Life Cover & Contributory Pension

Bonus

Employee Benefits Platform

Job summary

Persimmon Homes is looking for a Customer Care Office Manager to lead the Customer Care team, drive exceptional customer experiences and uphold service standards across the journey. You will partner with the Customer Care Operations Manager and stakeholders to ensure continuous improvement and effective remedial work.

The role requires strong leadership, communication and a proactive approach to resolving issues, with a focus on NHBC and regulatory compliance in a fast-paced environment.

Qualifications

• Proven experience in customer service and leading a customer-facing team.
• Strong leadership, coaching and performance-management skills.
• Excellent written and verbal communication; able to manage relationships.
• Customer-focused, able to resolve escalations effectively.

Responsibilities

• Lead the Customer Care team, set expectations, conduct reviews and coach staff.
• Oversee customer communications and ensure policy-compliant service delivery.
• Proactively manage escalations and formal complaints for positive outcomes.
• Drive service improvements and NHBC survey performance.
• Collaborate with stakeholders to ensure timely issue resolution and delivery.
• Attend site meetings with customers, teams and contractors as needed.

Skills

Customer service

Team leadership

Performance management

Communication

Tools

MS Office

Excel

PowerPoint

Word

Job description

Persimmon Homes is looking for a Customer Care Office Manager to lead the Customer Care team, drive exceptional customer experiences and uphold service standards across the journey. You will partner with the Customer Care Operations Manager and stakeholders to ensure continuous improvement and effective remedial work.

The role requires strong leadership, communication and a proactive approach to resolving issues, with a focus on NHBC and regulatory compliance in a fast-paced environment.