Head of Customer Care

Gleeson Homes; Penrith; On-site; GBP 125,000 - 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

# Head of Customer Care## Job Introduction**Regional Head of Customer Care**At Gleeson, we’re proud to build quality homes that change lives — and we know that exceptional customer care is at the heart of that promise. We’re looking for a passionate and experienced **Regional Head of Customer Care** to lead our regional customer care function and champion a five‑star homeowner experience from the moment our customers receive their keys.This is a senior leadership role with real influence. You’ll set the standard for customer excellence across your region, lead and develop a high‑performing team, and work collaboratively with colleagues across Build, Sales, and Technical to ensure every homeowner feels supported, valued, and confident in their new home.**What you’ll be doing*** Leading our customer-first culture by acting as an ambassador for the Gleeson brand, values, and commitment to quality.* Driving five‑star customer service through inspirational leadership, coaching, and development of the regional customer care team.* Ensuring consistent, high-quality service delivery with clear action plans, KPIs, and performance standards across defect management, NHQC/NHBC requirements, and SLAs.* Monitoring customer satisfaction and implementing improvement initiatives that enhance the homeowner experience and support strong HBF survey results.* Overseeing post-completion operations to ensure defects are resolved promptly, professionally, and in line with warranty and quality standards.* Collaborating with internal teams to deliver a seamless handover and post-completion journey for every homeowner.* Managing contractor and supplier relationships to ensure timely and effective resolution of customer issues.* Reporting on performance through KPIs, trends, and root cause analysis, contributing to regional strategy and continuous improvement.* Championing innovation in customer care processes, systems, and communication.* Supporting training and development for Technicians, CRAs, and CRMs to ensure a consistent, high-quality approach across all regions.* Ensuring compliance with GDPR, Health & Safety, Environmental, and Corporate Responsibility policies.**What you’ll bring****Essential*** Leadership experience in customer care or service delivery, ideally within housebuilding or residential construction.* Strong understanding of post-completion processes, NHBC warranty standards, and customer service best practice.* Outstanding communication skills with the ability to handle challenging conversations and resolve issues effectively.* Proven ability to develop high-performing teams and foster a culture of accountability, empathy, and continuous improvement.* Excellent organisational skills with the ability to manage multiple priorities in a fast-paced environment.* Collaborative mindset with experience working cross-functionally.* Data-driven approach to performance management and service improvement.* Proficiency in customer care systems, CRM platforms, and Microsoft Office.* Full UK driving licence and willingness to travel across the region.**Desirable*** Experience implementing customer care or CRM systems* Knowledge of regional housing markets* Relevant professional qualifications* A passion for delivering exceptional customer experiencesYou’ll be part of a business with a clear purpose: **Building Homes. Changing Lives.** As a senior leader, you’ll shape how our customers experience their new home and play a key role in driving our five‑star culture forward. You’ll work with passionate colleagues, enjoy the autonomy to make meaningful improvements, and contribute to a brand built on quality, integrity, and care.The following content displays a map of the job's location.| OpenStreetMap contributors### Head of Customer Care* **Salary** Excellent Salary and Benefits Package* **Job Reference** gleeson/TP/60871/4412* **Contract Type** Full Time* **Closing Date** No expiry date* **Job Category** Customer Care* **Regional Office** Penrith* **Location** Penrith, United Kingdom* **Posted on** 12 January, 2026