At Bellway we recognise that people are the key to our success, and we are committed to building an inclusive culture that values and respects difference combined with creating a safe and inclusive working environment for all colleagues. This means we are positive about making adjustments as well as providing flexible working and we would be happy to talk to you about how this could work for you.
There is an exciting opportunity to join Bellway, one of the UK’s largest house builders. Our East Midlands Division, located in Braunstone Town, Leicester is looking to recruit a Head of Customer Care to join the Division’s Customer Care team.
The Role
To role of Head of Customer Care will lead the Customer Care function across the division, ensuring delivery of a first-class after-sales service to homeowners. This role is responsible for the development and implementation of customer care strategies, driving performance, improving homeowner satisfaction, and promoting continuous improvement across all touchpoints in the customer journey. The Head of Customer Care will lead, manage and develop their team, fostering a culture of accountability, professionalism and customer first thinking. They will also work collaboratively with other departments to ensure a joined-up approach to customer experience and aftercare across the business. This role reports of the Division’s Managing Director.
Principal Accountabilities Of The Role Include
- Lead, manage and develop the divisional Customer Care team to deliver a consistent, high-quality service in line with company standards, customer expectations and NHQB, NHBC requirements.
- Drive customer satisfaction performance, actively monitoring feedback and service standards to ensure targets—such as the HBF 5-star rating—are consistently achieved or exceeded.
- Collaborate across departments—including construction, sales, commercial, and technical—to champion a customer-first approach and embed a culture of service excellence throughout the business.
- Lead the complaints management process, ensuring all issues are resolved promptly and effectively in line with internal policies and external standards, including the New Homes Quality Code.
- Analyse customer feedback and defect trends to identify root causes and recommend improvements to processes, products, or services that enhance overall customer experience and satisfaction.
- Monitor and analyse contractor performance data to ensure service level agreements and KPIs are consistently met, identifying underperformance and initiating corrective actions where necessary, ensure all key contractors are formally reviewed and signed off.
- Report on customer service performance at divisional management meetings, providing senior leadership with regular updates, including detailed analysis of KPIs, complaint volumes, and emerging trends.
- Ensure compliance across systems and processes, maintaining high standards in data handling, health & safety, and regulatory obligations—including adherence to data protection laws and internal policies.
- Represent the business in NHBC claims, independent dispute resolution cases, and regulatory inquiries, ensuring professional handling and alignment with company standards.
Please note: The above list of accountabilities is not exclusive or exhaustive. The post holder may be required to undertake additional duties as reasonably expected within the scope of the role.
Experience, Qualifications and Skills
- Proven track record in a senior customer service role within housebuilding or a related construction/property sector.
- Experience of managing teams in a fast-paced, customer focussed environment.
- Deep understanding of new build housing regulations, NHBC standards, and the New Homes Quality Code.
- Demonstrable experience of handling escalated customer complaints and dispute resolution at a senior level.
- Experience of working cross-functionally with technical, commercial, and site-based teams.
Qualifications And Training
- Degree level qualification or equivalent professional experience
- Relevant training in customer service leadership, housing quality standards, or dispute resolution is desirable
Skills And Aptitude
- Exceptional leadership and people management skills.
- Excellent communication and interpersonal skills with the ability to influence at all levels.
- Strong analytical skills with the ability to interpret data and drive improvements.
- Commercially astute with a customer-first mindset.
- Calm under pressure with excellent problem-solving and decision-making abilities.
- A visible, credible and engaging leader who inspires confidence and drives collaboration.
- Comfortable with ambiguity and change, with a proactive and solutions-focused approach.
- High personal integrity and a commitment to confidentiality and professionalism.
- Strong influencing and relationship-building skills, with the ability to work across all levels.
- Proficient in CRM systems and Microsoft Office (particularly Excel and reporting tools).
- Committed to diversity and inclusion.
The Role and Working Conditions
- Office based role, with 1-day working from home.
- Ability to travel to all development sites, including the divisional office
In Return We Can Offer You
- Competitive salary
- Competitive car allowance
- Optional salary sacrifice car scheme
- Competitive annual bonus
- Contributory pension scheme
- 25 days holiday, plus bank holidays
- Access to discounts and benefits portal
- ShareSave Scheme
- Cycle to Work Scheme
- Life assurance
- Holiday Purchase Scheme
- Earn and Learn Opportunities
We reserve the right to close this vacancy if a large volume of applications are received.
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