Head of Customer Care

Clarion Housing Group

Head of Customer Care leading new-build defect resolution for Clarion Housing Group. Managing customer-care teams and contractor partnerships to improve service outcomes.

Posted 8/20/2026full-timeLondon • 🇬🇧 United KingdomLead💰 £70,398 - £87,998 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in customer care and quality management, ensuring high performance in defect management and customer satisfaction across teams. Possesses substantial experience in new-build development processes and effective people management.

Highest-signal resume keywords

People Management ExperienceNew-Build Development ProcessesCustomer SatisfactionDefect ManagementShared Ownership Experience

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

LeadershipTeam InspirationCustomer Service ExcellenceCross-Department Collaboration

Industry Keywords

Defect ManagementSLA ComplianceContract RequirementsCustomer OutcomesComplaints ReductionTrust BuildingHome ExperienceEmployer's Requirements

About the role

Key responsibilities & impact

Lead and inspire teams responsible for new build defect management
Protect and consistently achieve gold-standard customer service
Set the tone for outstanding service and ensure high performance across teams
Ensure strong ownership of customer outcomes
Provide clear leadership to the Customer Care and Quality Team regarding service and defect management
Work closely with the Head of Home Experience, delivery teams and contractors
Ensure defects are resolved efficiently, within SLA and in line with contract requirements
Reduce complaints and build trust with customers

Requirements

What you’ll need

Substantial people management experience
Strong understanding of new-build development processes, contracts and employer’s requirements
Proven ability to work across departments to drive customer satisfaction
Experience across shared ownership and other tenures is essential
Ability to travel across the region as required
Must be eligible to work in the UK
Must reside in England or Wales for the duration of employment
Visa sponsorship is not available

Benefits

Comp & perks

£5,000 car allowance
Benefits supporting employees and their lifestyle
Hybrid working arrangement