Head of Customer Care

Persimmon Homes; Greater London; On-site; GBP 150,000 - 200,000; Full time

Job summary

A leading UK housebuilder is seeking a Head of Customer Care to lead their customer services team. The successful candidate will drive service excellence, manage customer complaints, and champion a customer-first culture. This role requires proven leadership in customer care, strong communication skills, and ability to analyze data for continuous improvement. The company offers competitive salary, company car, and comprehensive benefits. Join us to make a meaningful impact on customer satisfaction and quality service.

Benefits

Competitive salary

Company car / Car allowance

Health Care

Life Cover & Contributory Pension

Bonus

Employee Benefits Platform

Qualifications

• Proven track record of leading high-performing customer care teams.
• Excellent communicator - clear, empathetic, and calm under pressure.
• Strong data literacy and confidence using Excel and PowerPoint.

Responsibilities

• Lead and inspire the customer care team to deliver high-quality service.
• Manage customer complaints with a hands-on approach.
• Drive performance against service level agreements (SLAs).
• Ensure compliance with the New Homes Quality Code.

Skills

Leading high-performing customer care teams

Excellent communication

Customer-focused service delivery

Data literacy

Cross-functional collaboration

Tools

Microsoft Office

Business systems

Job description

Job Title: Head of Customer Care

Location: York, YO19

Looking for a career where your ambition meets real opportunity?

Join Persimmon Homes as a Head of Customer Care

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 a Head of Customer Care, you'll benefit from :

• Competitive salary
• Company car / Car allowance
• 5* housebuilder
• Be part of a company that consistently delivers quality homes and outstanding customer satisfaction
• Health Care
• 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?

As Head of Customer Care, you will lead the full Customer Care function within the Operating Company - guiding, coaching and developing your team to deliver outstanding service while fostering and championing a customer‑first culture across the business.

You’ll work closely with senior colleagues in Construction, Sales, and across the regional leadership team to ensure customer experience is central to every decision made.

This is a pivotal leadership role that blends operational rigour with strategic influence. You will be the voice of the customer in the room - using data, insight, and experience to continuously raise standards, drive improvement, and protect the brand reputation.

What you’ll do as a Head of Customer Care

• Set the vision for Customer Care in your region - ensuring a clear, customer‑centric strategy is embedded across the business.
• Lead, inspire, and support your team - including Office Managers, Field Operations Managers, Coordinators, Administrators, and Maintenance Operatives - to deliver a high‑quality, consistent aftercare experience.
• Own and drive performance against service level agreements (SLAs), ensuring every customer query or issue is managed promptly, professionally, and empathetically.
• Oversee all customer complaints, with direct accountability for Stage 1 complaints and a hands‑on approach to resolving complex or high‑profile cases.
• Embed strong governance and compliance, ensuring all systems, processes and reporting standards are followed across the team.
• Deliver information and insight to drive continuous improvement - providing regular, accurate data to support customer‑focused decision making at leadership level.
• Collaborate across functions, maintaining excellent relationships with Construction, Sales, and Commercial teams to ensure issues are resolved quickly and root causes are addressed.
• Champion NHBC survey results, setting expectations, tracking progress and driving actions that contribute to improved customer satisfaction scores.
• Oversee and monitor key activities aligned to our Customer Care Timeline, ensuring full compliance with the New Homes Quality Code. Use this insight to highlight both successes and areas for improvement across the business.
• Champion and support a culture of customer service excellence, driving performance towards our stretch targets. With our HBF 5‑star status as the benchmark, ensure continuous improvement remains at the heart of everything we do.
• Ensure health & safety standards are upheld at every touchpoint, promoting a safe and respectful approach to work in customers’ homes and across the team.

What experience do I need?

• Have a proven track record of leading high‑performing customer care teams or similar customer‑centric operations.
• Be an excellent communicator - clear, empathetic and calm under pressure - with strong influencing skills at all levels.
• Be naturally customer‑obsessed, with a deep understanding of what great service looks like and how to deliver it in a complex, fast‑paced environment.
• Be highly organised, with a strong grasp of governance, cost control, and service delivery processes.
• Have good data literacy and be confident using Microsoft Office (including Excel and PowerPoint) and business systems to extract insight and drive decision making.
• Be collaborative and commercially aware, with a mindset for continuous improvement and cross‑functional problem solving.
• A full UK driving licence and access to a vehicle is preferred, given the need for occasional site and regional travel.