Group Customer Care Manager

Persimmon plc; Eastleigh; Hybrid; GBP 65,000 - 85,000; Full time

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

Location: Eastleigh, SO18 (with attendance 3 days per week in our Thames Valley office in Camberley, GU15)

Looking for a career where your ambition meets real opportunity? Join Persimmon Homes as Group Customer Care Manager and step into a role where your success is celebrated, your growth supported, and your work truly matters.

Why Persimmon Homes?

We’re one of the UK’s largest and most established housebuilders — FTSE 100 listed, with 29 regional offices and thousands of quality homes built every year.

At Persimmon, we don’t just build homes — we build careers. When you join us as Group Customer Care Manager, you’ll benefit from:

• Mileage paid
• 5* housebuilder - Be part of a company that consistently delivers quality homes and outstanding customer satisfaction
• Life Cover & Contributory Pension
• Bonus
• Employee Benefits Platform – giving you access to high-street discounts, wellbeing support, and more
• Committed to diversity, inclusion, and empowering your development

What is the role?

Reporting to the Group Customer Care Director, you will support the consistent delivery of the Group Customer Care strategy across Persimmon Homes and Charles Church. You will translate Group standards into practical regional action, coordinate performance and governance activity, and work closely with regional and functional teams to improve customer satisfaction, complaint and defect performance, regulatory compliance, operational efficiency and our five-star rating.

What you’ll do as Group Customer Care Manager

• Monitor customer satisfaction, complaint volumes, ageing and service performance; identify trends and drive corrective actions.
• Support regional teams to deliver Group standards, policies and improvement plans consistently.
• Provide clear performance reporting, insight and recommendations to senior stakeholders.
• Oversee complex and escalated complaints, ensuring fair, timely and customer-focused resolution.
• Maintain compliance with the New Homes Quality Code, Ombudsman requirements and internal governance.
• Lead cross-functional initiatives that address root causes and improve the end-to-end customer journey.
• Develop team capability through coaching, guidance and sharing best practice.
• Build effective relationships with regional leadership, operational teams and external stakeholders.

What experience do I need?

• A relevant management, customer service or complaints qualification is desirable although proven customer care or complaints management experience in a multi-site environment will be acceptable
• Strong analytical skills, with the ability to turn performance data into practical action.
• Sound knowledge of customer service regulation, governance and complaint resolution.
• Confident communicator able to influence senior and operational stakeholders.
• Strong organisation, judgement and prioritisation, with a solutions-focused approach.
• Experience of leading change, improvement activity and team development.
• Experience in housebuilding, construction or another regulated customer environment is desirable.