Head of Customer Care

Gleeson Homes; Nottingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading homebuilder in the UK is seeking a Regional Head of Customer Care to lead and develop the customer care function. This senior leadership role will set standards for customer excellence and ensure high-quality service delivery across the region. The ideal candidate should have strong leadership experience, outstanding communication skills, and a deep understanding of customer service best practices. This role offers the opportunity to impact five-star homeowner experiences significantly.

Qualifications

• Strong understanding of NHBC warranty standards and customer service best practices.
• Proven ability to develop high-performing teams.
• Full UK driving licence and willingness to travel.

Responsibilities

• Lead the regional customer care function and drive a customer-first culture.
• Monitor customer satisfaction and implement improvements.
• Manage contractor and supplier relationships effectively.

Skills

Leadership experience in customer care

Outstanding communication skills

Excellent organisational skills

Data-driven approach to performance management

Tools

CRM platforms

Microsoft Office

Job description

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Job Introduction

Regional Head of Customer Care

At Gleeson, we're proud to build quality homes that change lives - and we know that exceptional customer care is at the heart of that promise. We're looking for a passionate and experienced Regional Head of Customer Care to lead our regional customer care function and champion a five‑star homeowner experience from the moment our customers receive their keys.

This is a senior leadership role with real influence. You'll set the standard for customer excellence across your region, lead and develop a high‑performing team, and work collaboratively with colleagues across Build, Sales, and Technical to ensure every homeowner feels supported, valued, and confident in their new home.

What you'll be doing

• Leading our customer‑first culture by acting as an ambassador for the Gleeson brand, values, and commitment to quality.
• Driving five‑star customer service through inspirational leadership, coaching, and development of the regional customer care team.
• Ensuring consistent, high‑quality service delivery with clear action plans, KPIs, and performance standards across defect management, NHQC/NHBC requirements, and SLAs.
• Monitoring customer satisfaction and implementing improvement initiatives that enhance the homeowner experience and support strong HBF survey results.
• Overseeing post‑completion operations to ensure defects are resolved promptly, professionally, and in line with warranty and quality standards.
• Collaborating with internal teams to deliver a seamless handover and post‑completion journey for every homeowner.
• Managing contractor and supplier relationships to ensure timely and effective resolution of customer issues.
• Reporting on performance through KPIs, trends, and root cause analysis, contributing to regional strategy and continuous improvement.
• Championing innovation in customer care processes, systems, and communication.
• Supporting training and development for Technicians, CRAs, and CRMs to ensure a consistent, high‑quality approach across all regions.
• Ensuring compliance with GDPR, Health & Safety, Environmental, and Corporate Responsibility policies.

What you'll bring

Essential

• Leadership experience in customer care or service delivery, ideally within housebuilding or residential construction.
• Strong understanding of post‑completion processes, NHBC warranty standards, and customer service best practice.
• Outstanding communication skills with the ability to handle challenging conversations and resolve issues effectively.
• Proven ability to develop high‑performing teams and foster a culture of accountability, empathy, and continuous improvement.
• Excellent organisational skills with the ability to manage multiple priorities in a fast‑paced environment.
• Collaborative mindset with experience working cross‑functionally.
• Data‑driven approach to performance management and service improvement.
• Proficiency in customer care systems, CRM platforms, and Microsoft Office.
• Full UK driving licence and willingness to travel across the region.

Desirable

• Experience implementing customer care or CRM systems
• Knowledge of regional housing markets
• Relevant professional qualifications
• A passion for delivering exceptional customer experiences

Why join Gleeson?

You’ll be part of a business with a clear purpose: Building Homes. Changing Lives. As a senior leader, you’ll shape how our customers experience their new home and play a key role in driving our five‑star culture forward. You’ll work with passionate colleagues, enjoy the autonomy to make meaningful improvements, and contribute to a brand built on quality, integrity, and care.