At a Glance
- Tasks: Lead customer care strategy, improve satisfaction, and resolve complaints effectively.
- Company: Join Persimmon Homes, a top UK housebuilder with a commitment to quality.
- Benefits: Mileage paid, life cover, pension, bonuses, and exclusive employee discounts.
- Other info: Dynamic environment with opportunities for career development and teamwork.
- Why this job: Make a real impact in a role that celebrates your success and supports your growth.
- Qualifications: Experience in customer care or complaints management; strong analytical and communication skills.
The predicted salary is between 40500 - 49500 £ per year.
Location: Eastleigh, SO18 (with attendance 3 days per week in our Thames Valley office in Camberley, GU15)
Looking for a career where your ambition meets real opportunity? Join Persimmon Homes as Group Customer Care Manager and step into a role where your success is celebrated, your growth supported, and your work truly matters.
Why Persimmon Homes?
- We’re one of the UK’s largest and most established housebuilders — FTSE 100 listed, with 29 regional offices and thousands of quality homes built every year.
- At Persimmon, we don’t just build homes — we build careers.
- Mileage paid
- 5* housebuilder - Be part of a company that consistently delivers quality homes and outstanding customer satisfaction
- Life Cover & Contributory Pension
- Bonus
- Employee Benefits Platform – giving you access to high-street discounts, wellbeing support, and more
- Committed to diversity, inclusion, and empowering your development
What is the role?
Reporting to the Group Customer Care Director, you will support the consistent delivery of the Group Customer Care strategy across Persimmon Homes and Charles Church. You will translate Group standards into practical regional action, coordinate performance and governance activity, and work closely with regional and functional teams to improve customer satisfaction, complaint and defect performance, regulatory compliance, operational efficiency and our five-star rating.
What you’ll do as Group Customer Care Manager:
- Monitor customer satisfaction, complaint volumes, ageing and service performance; identify trends and drive corrective actions.
- Support regional teams to deliver Group standards, policies and improvement plans consistently.
- Provide clear performance reporting, insight and recommendations to senior stakeholders.
- Oversee complex and escalated complaints, ensuring fair, timely and customer-focused resolution.
- Maintain compliance with the New Homes Quality Code, Ombudsman requirements and internal governance.
- Lead cross-functional initiatives that address root causes and improve the end-to-end customer journey.
- Develop team capability through coaching, guidance and sharing best practice.
- Build effective relationships with regional leadership, operational teams and external stakeholders.
What experience do I need?
- A relevant management, customer service or complaints qualification is desirable although proven customer care or complaints management experience in a multi-site environment will be acceptable.
- Strong analytical skills, with the ability to turn performance data into practical action.
- Sound knowledge of customer service regulation, governance and complaint resolution.
- Confident communicator able to influence senior and operational stakeholders.
- Strong organisation, judgement and prioritisation, with a solutions-focused approach.
- Experience of leading change, improvement activity and team development.
- Experience in housebuilding, construction or another regulated customer environment is desirable.
Group Customer Care Manager in Eastleigh employer: Persimmon plc.
At Persimmon Homes, we pride ourselves on being one of the UK's leading housebuilders, offering a dynamic work environment where your contributions are valued and your career can flourish. With a strong commitment to employee development, diversity, and inclusion, we provide comprehensive benefits including life cover, a contributory pension, and access to a wide range of employee perks. Join us in a role that not only shapes the future of housing but also supports your personal and professional growth in a thriving regional office.
StudySmarter Expert Advice🤫
We think this is how you could land Group Customer Care Manager in Eastleigh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Persimmon plc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Persimmon plc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Group Customer Care Manager in Eastleigh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Persimmon plc.:Your cover letter is your chance to shine! Tell us why you want to work at Persimmon plc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Persimmon plc.!
How to prepare for a job interview at Persimmon plc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
