Head of Customer Care

The Regional Head of Customer Care is responsible for leading the Customer Care function for their given region, ensuring that homeowners receive a consistently high standard of service throughout their post‑completion journey. This role exists as part of the regional senior leadership team, and the incumbent ensures that the voice of the customer is heard across the regional operations to influence the region to perform in a customer‑centric way.

This role sets the tone for customer experience, driving operational excellence, timely resolution of defects, and continuous improvement in service delivery. The role leads a regional team of customer care professionals, manages contractor relationships, and works collaboratively with build, sales, and technical teams to uphold the company's reputation and deliver a customer‑centric approach that reflects the brand's values and commitment to quality.

• Effective management of the Customer Care team ensuring relevant mandatory & development training is delivered, as well as day‑to‑day coaching to optimise individual performance
• Managing team resource to ensure that the team is always resourced accordingly with regards to holidays etc, to enable the business to maintain a consistent 5‑STAR service of aftercare
• Ensure that CRMs are managing Maintenance Tech diaries effectively and efficiently, maximising the resources that are available to deliver the best customer experiences for plots under the control of Customer Care
• Maintain and manage NHBC survey trackers, capturing RAG status at each part of the journey, and co‑ordinating recovery actions that are needed to help secure a positive survey response
• Ensure the regional Customer Care team are trained and are capable in their roles, are supported, and aligned with the company values and customer service standards, are passionate about Gleeson and our customers, and consistently deliver high levels of performance. The Head of Customer Care must drive the team to ensure that they are working to clear detailed action plans, KPI's, especially in relation to defect management, NHQC and NHBC, and SLAs
• Support the regional Customer Care team to drive and deliver positive HBF survey scores across the region, whilst also influencing the wider regional functions to ensure that they are delivering on their obligations to allow the region to succeed
• Monitor and drive customer satisfaction metrics and implement improvement initiatives to enhance the homeowner experience, whilst maintaining the documented ways of working that keep a group consistent approach to delivering a positive customer experience
• Actively drive defect management performance for defects that fall under the direct responsibility of Customer Care. Additionally, work closely with the regional Construction Director and Contracts Managers to ensure that Build and Customer Care take a combined holistic view on defect management that is fair, equitable, and in the interests of the customer
• Effective management of post‑completion complaints, including customer, NHBC, NHQB, MP's as well as any legal enquiries from our Group Legal team
• Work closely with regional build, sales, Commercial and technical teams to ensure a seamless customer handover from site to Customer Care post‑completion
• Monitor and report on regional Customer Care performance, including KPIs, trends, and root cause analysis, providing regular update to the Regional Managing Director and contributing to strategic planning and service improvements
• Monitor and analyse issues to identify recurring issues and work with relevant departments to address root causes and improve build quality, driving innovation in customer care processes, systems, and communication methods
• Collaborate with internal departments such as Sales, Build, L&D in support of training and development solutions when required. Supporting, training, and coaching regional Technicians, CRA's and CRMs in relation to Customer Care systems, communication style, and writing, allowing them to effectively manage customer complaints to deliver a consistent approach across all regions
• Monitor, co‑ordinate and support the…