Head of Customer Care

Position: Head of Customer Care

Location: Hinckley

Type: Permanent - Full Time

As the Head of Customer Care, your role is crucial in ensuring every purchaser has a perfect experience. With your proven experience and proactive attitude, you will have the opportunity to lead the Customer Care department, consistently delivering outstanding service. As a business that values both ambition and care, my client are committed to fostering your growth and providing excellent career progression and benefits.�

My client is hiring a Head of Customer Care for our East Midlands Region, based in Hinckley. This role offers the chance to manage a Customer Care department, giving you the autonomy to make key decisions. Leading a small team of coordinators and technicians, you will ensure exceptional service for every purchaser. Responsibilities include addressing recurring issues, overseeing subcontractor work, managing customer complaints and warranty claims, and visiting customers as needed. Maintaining strong relationships with customers after they move in is vital to our reputation and long-term success.

Main Duties:

• Ensure the smooth operation of the department and purchaser satisfaction according to the Home Inspection Guide.


• Monitor and manage team performance, providing training and development as needed.


• Identify and report recurring issues and underperforming trades to senior management for positive intervention.


• Collaborate with other departments as necessary.


• Maintain and update Sitestream records.


• Conduct routine reviews of work performed by Customer Care Technicians and subcontractors.


• Produce weekly status reports for the Regional Managing Director.


• Handle all warranty claims and resolutions, including meetings with extended warranty providers.


• Manage department invoicing and administer contra charge procedures.


• Address customer complaints, including social media notifications, using the Escalation Policy.


• Meet with customers individually to resolve issues.


• Inspect one plot per month and report findings to the Regional Managing Director.


• Attend housing association end-of-defect inspections and work with the Commercial Department on retention releases.


• Set challenging KPIs for new maintenance contracts to maintain company standards.


• Interpret relevant legal correspondence and collaborate with legal advisors.


• Coordinate with the marketing and PR provider on social media activities related to aftercare service.


• Continuously improve systems, policies, and procedures within the Customer Care team to enhance service quality.


• Manage satisfaction surveys within the Region and update the Senior Management Team, Sales, and Construction.


• Ensure defect closure within the CTM system, maintaining current KPI parameters.


• Establish new maintenance contracts for routine maintenance requirements.


• Review extensive 5-7 Month Purchaser Reports with homeowners.


• Process Stage 2 Complaints according to the Formal Complaints Procedure.


• Attend necessary meetings related to job duties.


• Comply with and uphold company policies and procedures.


• Undertake additional tasks as reasonably required.


• Ensure all Health and Safety aspects related to Covid-19 are adhered to.

Essential Skills / Attributes:

- Full driving license

- Experience in customer care and team management

- Proficiency in CRM software and technical knowledge in house building

- Strong negotiating skills and financial awareness

- Empathetic and caring attitude

- Patience and teamwork skills

Company Benefits:

- Company car

- Bupa healthcare coverage

- Company phone and workstation/laptop�Pension Scheme

- 33 days holiday (including bank holidays)

If you are looking for a rewarding role, share our commitment to excellence, take pride in your work, and seek a future with growth opportunities, we want to hear from you. Apply today!