Head of New Build Customer Care & Defect Excellence

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

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,