Head of Customer Care

Elvet Recruitment have been appointed to recruit a Head of Customer Care for a leading house builder, responsible for overseeing the full regional Customer Care function and ensuring homeowners receive an exceptional post‑completion experience. The role sits on the regional senior leadership team and plays a key part in driving a customer‑centric culture across all operational departments.

Main duties will include:

* Leading, motivating, and developing the regional Customer Care team to deliver exceptional service and meet performance targets.

* Championing the customer journey and ensuring all quality checks, processes, and service standards are consistently followed.

* Managing team resourcing, training, coaching, and performance to maintain a high‑performing function.

* Overseeing effective scheduling and utilisation of Maintenance Technicians.

* Maintaining NHBC survey trackers, monitoring RAG status, and coordinating recovery actions.

* Driving performance against KPIs including defect management, NHQC/NHBC standards, and SLA compliance.

* Influencing Build, Sales, Technical, and Commercial teams to ensure seamless customer handovers and customer‑centric operations.

* Managing post‑completion complaints including NHBC, NHQB, MP enquiries and legal matters.

* Analysing trends and root causes to drive continuous improvement and enhance build quality.

* Supporting and coaching regional teams on communication, systems, and complaint handling.

* Overseeing NHBC resolution meetings and ensuring follow‑up actions are completed.

* Working with internal legal teams on NHQB defence responses.

* Monitoring Customer Care costs, ensuring correct coding and identifying contra‑charge opportunities.

* Representing Customer Care at regional management and board meetings.

* Driving NHBC survey response rates and supporting customer‑level engagement.

* Ensuring GDPR‑compliant handling of customer information and adherence to all Health & Safety policies.

To be considered, applicants must:

* Hold a degree or have equivalent experience in Customer Service, Construction Management, Business Administration, or a related field.

* Have proven senior experience in customer care or service delivery, ideally within house building or residential construction.

* Possess strong knowledge of NHBC warranty standards, building regulations, and post‑completion processes.

* Demonstrate leadership capability with experience developing high‑performing teams.

* Have excellent communication, problem‑solving, and conflict‑resolution skills.

* Be proficient in customer care systems, CRM platforms, and Microsoft Office.

* Hold a full UK driving licence and be willing to travel regionally.

Desirable attributes include: experience implementing customer care/CRM systems, knowledge of regional housing markets, relevant professional qualifications, and a passion for delivering a high‑quality customer experience.

Please call Michael Dufferwiel at Elvet Recruitment to discuss in more detail