Regional Head of Customer Care — Five-Star Experience

Gleeson Homes; Nottingham; Híbrido; GBP 70.000 - 95.000; Tempo integral

Benefícios oferecidos por esta vaga

26 days holiday + bank holidays

Company car / car allowance

Discretionary bonus scheme

Company pension

Private medical insurance

Life assurance

Resumo da vaga

Gleeson Homes in Nottingham seeks a proactive Head of Customer Service to lead the regional Customer Care function post-completion. You will drive five-star service, manage contractors, monitor KPIs, and coordinate cross-team efforts to ensure quality and customer satisfaction across the region.

You will guide a regional team, champion NHBC and NHQC standards, and align with group legal and build teams to deliver a seamless handover and service improvement initiatives.

Qualificações

• Bachelor-level qualification or equivalent in customer service, construction management, business administration, or related field.
• Proven experience in senior customer care or service delivery within housebuilding/residential construction.
• Strong knowledge of NHBC warranty standards and post-completion processes.
• Demonstrated leadership with ability to coach and develop high-performing teams.
• Excellent communication, problem-solving and conflict resolution skills.
• Proficiency in CRM systems and MS Office applications.
• Full UK driving license and willingness to travel regionally.

Responsabilidades

• Lead regional Customer Care team to deliver five-star service and meet performance targets.
• Manage contractor relationships and collaborate with build, sales and technical teams.
• Drive NHBC survey scores and regional service improvements across processes and SLAs.
• Monitor KPIs, trends, and root causes; report to Regional Managing Director.
• Coordinate post-completion handovers and handle post-resolution actions with Group Legal and NHBC.

Conhecimentos

Leadership experience

Communication skills

Problem solving

Conflict resolution

Data-driven performance

Team development

Coaching

Driving licence

Formação

Degree or equivalent in relevant field

Ferramentas

CRM platforms

Microsoft Office

Descrição da vaga

Gleeson Homes in Nottingham seeks a proactive Head of Customer Service to lead the regional Customer Care function post-completion. You will drive five-star service, manage contractors, monitor KPIs, and coordinate cross-team efforts to ensure quality and customer satisfaction across the region.

You will guide a regional team, champion NHBC and NHQC standards, and align with group legal and build teams to deliver a seamless handover and service improvement initiatives.