Head of Customer Care

Clarion Housing Group

Head of Customer Care leading new-build defect management for Latimer, Clarion’s affordable housing development arm. Driving exceptional customer service, SLA compliance and complaint reduction.

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

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in customer care and quality management, with a focus on new-build defect management and customer satisfaction. Proven ability to drive performance across teams while ensuring compliance with contracts and service level agreements.

Highest-signal resume keywords

People Management ExperienceNew-Build Development ProcessesCustomer SatisfactionDefect ManagementShared Ownership Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Defect ManagementNew-Build Development ProcessesContract ManagementService Level Agreement (SLA) ComplianceCustomer Outcome Ownership

Soft Skills

LeadershipTeam InspirationInterdepartmental CollaborationCustomer Trust Building

Industry Keywords

Customer CareQuality ManagementShared OwnershipTenure ManagementUK Employment Eligibility

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
Establish strong ownership of customer outcomes
Provide leadership to the Customer Care and Quality Team regarding service and defect management
Partner 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
Eligible to work in the UK; visa sponsorship is not available
Required to reside in England or Wales for the duration of employment
Able to travel across the region as required

Benefits

Comp & perks

£5,000 car allowance
Hybrid working with office attendance at least 2 days per week
Permanent contract
Benefits supporting employees and their lifestyle
Staff networks and diversity and inclusion support