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- Tasks: Lead a passionate team to deliver five-star customer experiences in homebuilding.
- Company: Join Gleeson, a company dedicated to building quality homes and changing lives.
- Benefits: Enjoy an excellent salary, benefits package, and the chance to make a real impact.
- Why this job: Shape the homeowner experience and drive a culture of excellence in customer care.
- Qualifications: Leadership experience in customer care and strong communication skills are essential.
- Other info: Collaborative environment with opportunities for personal and professional growth.
The predicted salary is between 43200 - 72000 £ per year.
At Gleeson, we’re proud to build quality homes that change lives — and we know that exceptional customer care is at the heart of that promise. We’re looking for a passionate and experienced Regional Head of Customer Care to lead our regional customer care function and champion a five‑star homeowner experience from the moment our customers receive their keys.
This is a senior leadership role with real influence. You’ll set the standard for customer excellence across your region, lead and develop a high‑performing team, and work collaboratively with colleagues across Build, Sales, and Technical to ensure every homeowner feels supported, valued, and confident in their new home.
What you’ll be doing- Leading our customer-first culture by acting as an ambassador for the Gleeson brand, values, and commitment to quality.
- Driving five‑star customer service through inspirational leadership, coaching, and development of the regional customer care team.
- Ensuring consistent, high-quality service delivery with clear action plans, KPIs, and performance standards across defect management, NHQC/NHBC requirements, and SLAs.
- Monitoring customer satisfaction and implementing improvement initiatives that enhance the homeowner experience and support strong HBF survey results.
- Overseeing post-completion operations to ensure defects are resolved promptly, professionally, and in line with warranty and quality standards.
- Collaborating with internal teams to deliver a seamless handover and post-completion journey for every homeowner.
- Managing contractor and supplier relationships to ensure timely and effective resolution of customer issues.
- Reporting on performance through KPIs, trends, and root cause analysis, contributing to regional strategy and continuous improvement.
- Championing innovation in customer care processes, systems, and communication.
- Supporting training and development for Technicians, CRAs, and CRMs to ensure a consistent, high-quality approach across all regions.
- Ensuring compliance with GDPR, Health & Safety, Environmental, and Corporate Responsibility policies.
- Essential
- Leadership experience in customer care or service delivery, ideally within housebuilding or residential construction.
- Strong understanding of post-completion processes, NHBC warranty standards, and customer service best practice.
- Outstanding communication skills with the ability to handle challenging conversations and resolve issues effectively.
- Proven ability to develop high-performing teams and foster a culture of accountability, empathy, and continuous improvement.
- Excellent organisational skills with the ability to manage multiple priorities in a fast-paced environment.
- Collaborative mindset with experience working cross-functionally.
- Data-driven approach to performance management and service improvement.
- Proficiency in customer care systems, CRM platforms, and Microsoft Office.
- Full UK driving licence and willingness to travel across the region.
- Desirable
- Experience implementing customer care or CRM systems.
- Knowledge of regional housing markets.
- Relevant professional qualifications.
- A passion for delivering exceptional customer experiences.
You’ll be part of a business with a clear purpose: Building Homes. Changing Lives. As a senior leader, you’ll shape how our customers experience their new home and play a key role in driving our five‑star culture forward. You’ll work with passionate colleagues, enjoy the autonomy to make meaningful improvements, and contribute to a brand built on quality, integrity, and care.
Head of Customer Care in Penrith employer: Gleeson
Contact Detail:
Gleeson Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Care in Penrith
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family. This will help you get comfortable with common questions and refine your answers. Plus, it’s a great way to boost your confidence before the real deal.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it shows you’re proactive and really keen on joining our team!
We think you need these skills to ace Head of Customer Care in Penrith
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer care shine through! We want to see how much you care about delivering a five-star experience and how you can embody our values at Gleeson.
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Care role. Highlight your leadership experience and any relevant achievements in customer service. We love seeing how you've made a difference in previous roles!
Be Specific with Examples: Use specific examples to demonstrate your skills and experiences. Whether it's resolving customer issues or leading a team, we want to hear about your successes and how they relate to the job description.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can't wait to hear from you!
How to prepare for a job interview at Gleeson
✨Know the Company Inside Out
Before your interview, dive deep into Gleeson's values and mission. Understand their commitment to quality homes and exceptional customer care. This will help you align your answers with their ethos and show that you're genuinely interested in being part of their team.
✨Showcase Your Leadership Skills
As a Head of Customer Care, your leadership experience is crucial. Prepare specific examples of how you've developed high-performing teams and driven customer service excellence in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Scenario-Based Questions
Expect questions about handling challenging customer situations or improving service delivery. Think of scenarios where you successfully resolved issues or implemented changes that enhanced customer satisfaction. This will demonstrate your problem-solving skills and customer-first mindset.
✨Be Data-Driven
Gleeson values a data-driven approach, so be ready to discuss how you've used KPIs and performance metrics to drive improvements in customer care. Bring examples of how you've monitored customer satisfaction and implemented initiatives based on data analysis.
