Regional Head of Customer Experience

Gleeson Homes; Penrith; On-site; GBP 125,000 - GBP 150,000; Full time

Job summary

A quality home builder based in Penrith is looking for a passionate Regional Head of Customer Care to lead their customer care function. This senior leadership role requires driving five-star service quality, developing high-performing teams, and monitoring customer satisfaction. The ideal candidate will have leadership experience in customer care, a strong understanding of post-completion processes, and outstanding communication skills. Enjoy a strategic role that shapes the customer experience in a supportive management environment.

Benefits

Excellent salary and benefits package

Qualifications

• Strong understanding of NHBC warranty standards and customer service best practices.
• Ability to handle challenging conversations and resolve issues effectively.
• Data-driven performance management approach.

Responsibilities

• Lead customer-first culture and develop high-performing teams.
• Monitor customer satisfaction and implement improvement initiatives.
• Manage contractor and supplier relationships for issue resolution.
• Ensure compliance with GDPR and Health & Safety policies.

Skills

Leadership experience in customer care

Strong understanding of post-completion processes

Outstanding communication skills

Proficiency in customer care systems

Excellent organisational skills

Collaborative mindset

Tools

CRM platforms

Microsoft Office

Job description

A quality home builder based in Penrith is looking for a passionate Regional Head of Customer Care to lead their customer care function. This senior leadership role requires driving five-star service quality, developing high-performing teams, and monitoring customer satisfaction. The ideal candidate will have leadership experience in customer care, a strong understanding of post-completion processes, and outstanding communication skills. Enjoy a strategic role that shapes the customer experience in a supportive management environment.