At a Glance
- Tasks: Lead and inspire teams to deliver exceptional customer care and manage new build defects.
- Company: Join Clarion Housing Group, a social purpose organisation dedicated to affordable housing.
- Benefits: Competitive salary, car allowance, and a commitment to your professional growth.
- Other info: Hybrid role with a focus on diversity and inclusion in the workplace.
- Why this job: Make a real impact on customer satisfaction and community development.
- Qualifications: Experience in people management and new-build development processes is essential.
The predicted salary is between 70398 - 87998 £ per year.
Location: Hybrid/London, NW1
Salary: London - £70,398 - £87,998 per annum plus £5,000 car allowance / National - £64,043 - £80,054 per annum plus £5,000 car allowance
Hours: 36 per week
Contract Type: Permanent
Latimer by Clarion Housing Group delivers sustainable, affordable homes and builds communities across the UK. We're the development arm of Clarion Housing Group, a business for social purpose. This means we reinvest any surplus in providing affordable housing and developing communities.
We're looking for a Head of Customer Care (New Build Defects) to lead and inspire the teams responsible for new build defect management and to protect our ability to consistently achieve gold-standard customer service. You'll set the tone for outstanding service, ensuring high performance across teams and strong ownership of customer outcomes.
Working closely with the Team Leader, you'll provide clear leadership to the Customer Care and Quality Team in regard to service and defect management. Collaboration sits at the heart of this role. You'll work in close partnership with the Head of Home Experience, Delivery teams and contractors to ensure defects are resolved efficiently, within SLA and in line with contract requirements, reducing complaints and building trust with customers.
You'll bring substantial people management experience, a strong understanding of new-build development processes, contracts and employer's requirements, and a proven ability to work across departments to drive customer satisfaction. Experience across shared ownership and other tenures is essential.
If you're ready to lead high-performing teams, set the standard for exceptional customer care and make a real impact on defect resolution in new build, we'd love to hear from you.
If this sounds like an opportunity for you, then please review the full role profile and behaviours on our careers page before applying. Salaries are just the starting point. Here at Clarion, we're dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle.
This vacancy may close early without notice. At Clarion Housing Group, we support the responsible use of AI. This is a hybrid role with a base location in our London office. Candidates will be expected to work from the office at least 2 days per week. If you live outside the M25, your salary will be based on your location and aligned to the National pay scale. Applicants must be able to travel across the region as required. You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.
Diversity and Inclusion
We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks. We're committed to building a strong, diverse workforce and making Clarion an inclusive place to work.
Head of Customer Care employer: Clarion Housing
As a Customer Care & Quality Team Leader at our hybrid location in Islington, London or Manchester, you will thrive in a supportive work culture that prioritises employee development and well-being. We offer competitive salaries, flexible working arrangements, and numerous opportunities for professional growth, making us an excellent employer for those seeking a meaningful career in customer service leadership.
