Head of Customer Care in Billingham

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 What you’ll bring:

• 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.

Why join Gleeson?

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.