Head of Customer Service

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 performs 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.

Main responsibilities

Promotes the regions drive to deliver five-star customer service by championing the customer journey processes and procedures and ensuring that the documented quality control checks and measures are followed. This is done by leading, motivating, and developing the regional Customer Care team to deliver exceptional service and meet performance targets.

• Effective management of the Customer Care team ensuring relevant mandatory & development training is delivered, as well as da...