Group Customer Care Leader | Strategy & Quality

Persimmon plc

Eastleigh

Hybrid

GBP 65,000 - 85,000

Full time

2 days ago

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Benefits offered by this job

Mileage paid

Life Cover & Pension

Job summary

Persimmon Homes in Eastleigh is seeking a Group Customer Care Manager to oversee the group customer care strategy across Persimmon Homes and related brands. You will translate standards into regional action, coordinate governance, and drive improvements in customer satisfaction and complaint handling.

Reporting to the Group Customer Care Director, you will lead cross-functional initiatives, coach regional teams, and build strong relationships with leadership and external stakeholders, ensuring

Qualifications

Experience in multi-site customer care or complaints management.
Ability to analyse performance data and translate into actions.
Knowledge of customer service regulation and governance.
Experience leading change and team development.
Experience in housebuilding or regulated customer environments desirable.

Responsibilities

Monitor customer satisfaction, complaints, ageing and service performance.
Deliver group standards and improvement plans with regional teams.
Provide performance reporting and insights to senior stakeholders.
Oversee escalated complaints with fair, timely resolutions.
Lead cross-functional initiatives to improve the customer journey.

Skills

Analytical skills

Stakeholder management

Regulatory knowledge

Effective communication

Education

Management or customer service qualification

Job description

Reporting to the Group Customer Care Director, you will lead cross-functional initiatives, coach regional teams, and build strong relationships with leadership and external stakeholders, ensuring

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