Head of Customer Care

Persimmon Homes; Perth; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

5* housebuilder

Health care

Life cover & contributory pension

Bonus

Employee discounts

Diversity & inclusion

Job summary

Persimmon Homes Scotland is seeking a Head of Customer Care to lead the regional customer service strategy and the team, ensuring a consistent, high‑quality aftercare experience across developments.

You will partner with Construction, Sales and regional leaders to embed a customer‑first culture, drive improvements through data and governance, and uphold NHBC standards and health and safety in customers’ homes.

Qualifications

• Proven track record leading customer care teams.
• Clear, empathetic communication under pressure.
• Strong governance, cost control, and service delivery.

Responsibilities

• Set regional vision for Customer Care and embed customer-centric strategy.
• Lead and develop Office Managers, Field Operations Managers, Coordinators and Maintenance Operatives.
• Own SLA performance and customer issue resolution.

Skills

Leadership

Communication

Data literacy

Governance

Stakeholder management

Tools

Microsoft Excel

PowerPoint

CRM / business systems

Job description

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:

• 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, 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.