Regional Head of Customer Care & Experience

Persimmon plc; Perth; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Health Care

Life Cover & Pension

Bonus

Employee Benefits Platform

Diversity & Inclusion

Job summary

Persimmon Homes is seeking a Head of Customer Care to lead the full customer care function across the Operating Company, guiding and developing teams to deliver outstanding service and a customer-first culture. You'll collaborate with senior colleagues in Construction, Sales and regional leadership to put the customer at the centre of every decision.

This pivotal role blends operational rigour with strategic influence, using data and insight to raise standards, drive improvement, and protect the

Qualifications

• Proven track record leading high-performing customer care teams.
• Excellent communicator: clear, empathetic, calm under pressure.
• Customer-obsessed with delivering great service in a fast-paced env.
• Highly organized with governance, cost control and service delivery.
• Strong data literacy; proficient in MS Office and key biz systems.
• Collaborative and commercially aware with cross-functional problem solving.
• Full UK driving licence and access to a vehicle preferred for site travel.

Responsibilities

• Set the vision for Customer Care in your region and embed a customer-centric strategy.
• Lead and develop the regional team including Office Managers and Coordinators.
• Own SLAs and ensure prompt, professional, empathetic handling of queries.
• Oversee complaints, including Stage 1, and resolve complex or high-profile cases.
• Governance and reporting standards across the team.
• Provide data-led insights to support leadership decisions.
• Collaborate with Construction, Sales, and Commercial teams to resolve issues.
• Champion NHBC surveys and customer satisfaction targets.
• Ensure health and safety standards across customer touchpoints.

Job description

Persimmon Homes is seeking a Head of Customer Care to lead the full customer care function across the Operating Company, guiding and developing teams to deliver outstanding service and a customer-first culture. You'll collaborate with senior colleagues in Construction, Sales and regional leadership to put the customer at the centre of every decision.

This pivotal role blends operational rigour with strategic influence, using data and insight to raise standards, drive improvement, and protect the