Head of Customer Care

Job Description

Head of Customer Care

Organisation: Clarion Housing Group
Department: Development / Home Ownership
Level: OD Level 3
Reports to: Director of Home Ownership
Responsible for: Customer Care & Quality Team

• Mondays based in Islington, N5 1JG
• Wednesdays based at Camden NW1 7QX
• Office attendance required for meetings as and when

Flexible day rate – please state your desired rate which will accompany your submission.

Clarion Housing is seeking an experienced Head of Customer Care to lead its Customer Care and Quality Team, overseeing the management and resolution of new-build property defects and delivering a high-quality customer aftercare service.

The successful candidate will be responsible for leading a team of nine, overseeing an existing caseload of approximately 800 defects and ensuring issues are resolved within agreed SLAs, contractual obligations and quality standards.

Key Responsibilities

• Lead, manage and develop the Customer Care and Quality Team.
• Oversee the end-to-end management and resolution of property defects.
• Manage complex customer complaints, escalations and aftercare issues.
• Monitor contractor performance, ensuring quality and contractual compliance.
• Develop and monitor KPIs, SLAs and customer satisfaction performance.
• Analyse defect trends and implement service improvements.
• Build effective relationships with development teams, contractors and senior stakeholders.
• Improve customer journeys, operational efficiency and overall service delivery.

Essential Requirements

• Significant experience leading and managing customer care or aftercare teams.
• Extensive experience in new-build housing defects management and post-completion aftercare.
• Background within a housing association, RSL or private-sector housebuilder.
• Strong understanding of defects liability periods, new-build handovers and contractual obligations.
• Experience managing contractors and holding suppliers accountable for performance.
• Strong knowledge of property defects, construction processes and quality standards.
• Experience managing KPIs, SLAs, complaints and customer satisfaction.
• Excellent leadership, stakeholder management and commercial awareness.
• Knowledge of NHBC or equivalent structural warranty processes.

Important

This is not a general Customer Service Management role. Candidates must have demonstrable hands-on experience of new-build housing defects management and aftercare, ideally within an RSL, housing association or private-sector housebuilder.

Candidates without this specific experience will not be suitable.

Rate: Flexible, with day rates also considered. Please confirm your rate expectations when applying.

To find out more information please contact Abbie at abbiek@4recruitmentservices.com

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.