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Job Title: Head of Customer Care

Location: Penrith

Company: House Builder

Salary: £60k base - £85k base + car

About The Company

Our client is is a leading residential house builder committed to delivering high-quality homes and outstanding customer experiences. With a strong reputation for craftsmanship, innovation, and community development, they pride themselves on putting customers at the heart of everything we do.

The Role

They are seeking an experienced and strategic Head of Customer Care to lead and develop our customer care function across the business. Reporting to the Managing Director, you will be responsible for shaping and delivering a best-in-class aftercare service that enhances customer satisfaction, protects brand reputation, and drives continuous improvement.

This is a senior leadership role requiring a customer-focused professional with extensive experience in the housebuilding sector.

Key Responsibilities

Lead, inspire, and manage the Customer Care team across multiple developments/regions

Develop and implement customer care strategies aligned with company objectives

Oversee the management of defects, warranty issues, and post-completion service delivery

Monitor and improve customer satisfaction metrics, including NHBC/HBF survey results

Establish clear KPIs, performance standards, and reporting frameworks

Drive a culture of accountability, responsiveness, and quality

Collaborate closely with Construction, Sales, Technical, and Commercial teams to reduce recurring issues and improve build quality

Manage departmental budgets and ensure cost-effective service delivery

Handle escalated complaints professionally and effectively

Ensure compliance with industry regulations and warranty provider requirements

About You

Proven senior-level experience within Customer Care in the housebuilding industry

Strong knowledge of NHBC standards, warranty processes, and HBF customer satisfaction surveys

Demonstrable leadership experience with the ability to motivate and develop high-performing teams

Excellent communication and stakeholder management skills

Commercially astute with strong analytical and reporting capabilities

Strategic thinker with a hands-on approach

Full UK driving licence

What We Offer

Competitive salary and performance-related bonus

Company car or car allowance

Pension scheme

Private healthcare

Generous holiday allowance

Career progression within a growing and ambitious organisation

How to Apply

If you are passionate about delivering exceptional customer experiences and want to play a pivotal role in shaping our customer care strategy, we would love to hear from you.

Please send us your CV and we will call you straight away