Head of Customer Care

Consortium; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Latimer by Clarion Housing Group is seeking a Head of Customer Care (New Build Defects) to lead the teams responsible for new build defect management and to safeguard gold-standard customer service across the business.

The role is hybrid with a London base, NW1, and requires at least 2 days in the office each week. It is a permanent contract at 36 hours per week, offering leadership across customer care and defect management to ensure excellent outcomes for residents.

Job description

Highlighted points for this job

'Head of Customer Care (New Build Defects) role'

'Hybrid/London, NW1 location with at least 2 days in the office per week'

'Permanent contract, 36 hours per week'

'Focus on leading teams in new build defect management and ensuring gold-standard customer service'

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.

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 -dive in and find out more.

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.

Please ensure that your CV and responses to the competency-based questions are written in your own words and reflect your personal experience and skills. The use of AI to generate or write these responses is not permitted, and fully AI-generated content will not be accepted.

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.

Diversity and Inclusion

We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks.

We're committed to building a strong, diverse workforce and making Clarion an inclusive place to work.