Head of Customer Care

Clarion Housing Group; Greater London; Hybrid; GBP 70,000 - 88,000; Full time

Job summary

Latimer by Clarion Housing Group seeks a Head of Customer Care (New Build Defects) to lead defect management teams and protect gold-standard service. You will set the tone for outstanding customer service, drive performance, and own outcomes.

Close collaboration with the Head of Home Experience, Delivery teams and contractors to resolve defects efficiently and within SLA. Applicants should have extensive people management experience and a deep understanding of new-build development processes,

Qualifications

• Proven people management experience in a senior service role.
• Experience with new-build development processes and contracts.
• Experience across shared ownership and other tenures is essential.

Responsibilities

• Lead the Customer Care and Quality Team in defect management and service delivery.
• Collaborate with Head of Home Experience, Delivery teams and contractors to resolve defects within SLA.
• Set and uphold standards to protect gold-standard customer service across all teams.

Skills

People management

Leadership

Stakeholder collaboration

Job description

Location: Hybrid/London, NW1 Salary: London - £70,398 - £87,998 per annum plus £5,000 car allowance / National - £64,043 - £80,054 per annum plus £5,000 car allowance Hours: 36 per week Contract Type: Permanent

Latimer by Clarion Housing Group delivers sustainable, affordable homes and builds communities across the UK. We’re the development arm of Clarion Housing Group, a business for social purpose. This means we reinvest any surplus in providing affordable housing and developing communities. Ready for your next step within Latimer? We’re looking for a Head of Customer Care (New Build Defects) to lead and inspire the teams responsible for new build defect management and to protect our ability to consistently achieve gold-standard customer service. You’ll set the tone for outstanding service, ensuring high performance across teams and strong ownership of customer outcomes. Working closely with the Team Leader, you’ll provide clear leadership to the Customer Care and Quality Team in regard to service and defect management. Collaboration sits at the heart of this role. You’ll work in close partnership with the Head of Home Experience, Delivery teams and contractors to ensure defects are resolved efficiently, within SLA and in line with contract requirements, reducing complaints and building trust with customers. You’ll bring substantial people management experience, a strong understanding of new-build development processes, contracts and employer’s requirements, and a proven ability to work across departments to drive customer satisfaction. Experience across shared ownership and other tenures is essential. If you’re ready to lead high-performing teams, set the standard for exceptional customer care and make a real impact on defect resolution in new build, we’d love to hear from you. If this sounds like an opportunity for you, then please review the full role profile and behaviours before applying – Head of Customer Care and Behaviours & Mandatory Accountabilities OD Level 3. Salaries are just the starting point. Here at Clarion, we’re dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle.

Closing Date: Monday 16th November 2026 at midnight.

We do not use AI as part of our shortlisting process. All applications are reviewed by the hiring manager and a second colleague to ensure each application is considered fairly and carefully.

This is a hybrid role with a base location our London office. Candidates will be expected to work from the office at least 2 days per week. If you live outside the M25, your salary will be based on your location and aligned to the National pay scale. Applicants must be able to travel across the region as required. You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.

Clarion Housing Group formed in 2016, following the merger between two of the country’s largest housing associations, Affinity Sutton and Circle Housing Group. With over 125,000 homes we use our strength and scale to create opportunities that change peoples’ lives. We are also one of the biggest housebuilders in the country and are set to build 50,000 high quality homes of all tenures during the next ten years, as we remain committed to helping to tackle the housing shortage and to prioritising affordable homes. In addition to new homes, we transform existing communities through sustained regeneration, helping people to access employment and training opportunities and giving young people a better start in life.