Head of Customer Service – Glasgow
Employment: Full Time, Permanent
Salary: Competitive & Benefits
Lead the experience. Shape the journey. Drive real change.
Are you an experienced Customer Service leader within housebuilding, ready to step into a role where you can take full ownership of the customer journey and influence business performance at a senior level?
We are partnering with a highly respected UK housebuilder, known for delivering high quality homes and creating thriving communities across Scotland. With a strong reputation for design, build quality and innovation, this is a business that genuinely invests in its people and its standards.
The Role:
This is a senior leadership role with real influence.
You will take full responsibility for the Customer Service function across the region, leading your team, improving processes and ensuring an outstanding experience for customers from handover through to warranty.
Key Responsibilities:
- Leading and developing a high performing Customer Service team.
- Driving the strategic direction of the function.
- Taking ownership of customer experience and continuous improvement.
- Managing budgets and identifying cost efficiencies.
- Overseeing warranty performance and issue resolution.
- Managing subcontractors and ensuring service delivery standards are met.
- Handling escalated or complex customer issues.
- Working closely with Construction, Technical and Sales teams.
- Reporting into senior leadership and contributing at Board level.
- Analysing trends and driving improvements from data and feedback.
What We’re Looking For:
- Proven leadership experience within housebuilding customer service (essential).
- Strong commercial awareness and decision making ability.
- Confident communicator with excellent stakeholder management skills.
- Ability to lead teams through change and drive performance.
- Solid understanding of NHBC standards and build processes.
- A proactive, solutions focused mindset.
Why This Role Stands Out:
- True leadership role with autonomy and influence.
- Opportunity to shape and evolve the customer journey.
- Join a well established, forward thinking developer.
- Be part of a business that values quality, people and progression.
Ready to make an impact?
If you are looking for a role where you can genuinely influence outcomes and lead from the front, we would love to speak with you.
Pettigrew Recruitment Group Limited is an equal opportunities employer and acts as an employment agency for permanent recruitment. Pettigrew Recruitment Group is also an employment business for the supply of temporary workers. By applying for this job, you accept the T&C’s, Privacy Policy and Disclaimers which can be found on our website. If you would like to discuss this opportunity or any others, why not contact us here? Or keep up to date with other opportunities on our LinkedIn page here.
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