Head Of Customer Care

Elvet Recruitment have been appointed to recruit a Head of Customer Care for a leading housebuilder, responsible for overseeing the full regional Customer Care function and ensuring homeowners receive an exceptional post‑completion experience. The role sits on the regional senior leadership team and plays a key part in driving a customer‑centric culture across all operational departments.

Responsibilities

• Leading, motivating, and developing the regional Customer Care team to deliver exceptional service and meet performance targets.
• Championing the customer journey and ensuring all quality checks, processes, and service standards are consistently followed.
• Managing team resourcing, training, coaching, and performance to maintain a high‑performing function.
• Overseeing effective scheduling and utilisation of Maintenance Technicians.
• Maintaining NHBC survey trackers, monitoring RAG status, and coordinating recovery actions.
• Driving performance against KPIs including defect management, NHQC/NHBC standards, and SLA compliance.
• Influencing Build, Sales, Technical, and Commercial teams to ensure seamless customer handovers and customer‑centric operations.
• Managing post‑completion complaints including NHBC, NHQB, MP enquiries and legal matters.
• Analysing trends and root causes to drive continuous improvement and enhance build quality.
• Supporting and coaching regional teams on communication, systems, and complaint handling.
• Overseeing NHBC resolution meetings and ensuring follow‑up actions are completed.
• Working with internal legal teams on NHQB defence responses.
• Monitoring Customer Care costs, ensuring correct coding and identifying contra‑charge opportunities.
• Representing Customer Care at regional management and board meetings.
• Driving NHBC survey response rates and supporting customer‑level engagement.
• Ensuring GDPR‑compliant handling of customer information and adherence to all Health & Safety policies.

Qualifications

• Hold a degree or have equivalent experience in Customer Service, Construction Management, Business Administration, or a related field.
• Have proven senior experience in customer care or service delivery, ideally within housebuilding or residential construction.
• Possess strong knowledge of NHBC warranty standards, building regulations, and post‑completion processes.
• Demonstrate leadership capability with experience developing high‑performing teams.
• Have excellent communication, problem‑solving, and conflict‑resolution skills.
• Be proficient in customer care systems, CRM platforms, and Microsoft Office.
• Hold a full UK driving licence and be willing to travel regionally.

Desirable attributes include:

• Experience implementing customer care/CRM systems, knowledge of regional housing markets, relevant professional qualifications, and a passion for delivering a high‑quality customer experience.

Please call Michael Dufferwiel at Elvet Recruitment to discuss in more detail

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