At a Glance
- Tasks: Lead and inspire a customer care team to deliver exceptional service and drive continuous improvement.
- Company: Join Persimmon Homes, one of the UK's largest housebuilders with a commitment to quality.
- Benefits: Enjoy health care, life cover, pension contributions, bonuses, and exclusive employee discounts.
- Other info: Embrace a culture of diversity, inclusion, and career development opportunities.
- Why this job: Make a real impact in a pivotal leadership role focused on customer satisfaction and service excellence.
- Qualifications: Proven experience in leading customer care teams and excellent communication skills required.
The predicted salary is between 60000 - 80000 £ per year.
Looking for a career where your ambition meets real opportunity ?Join Persimmon Homes as a Head of Customer Care 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. When you join us as a Head of Customer Care, you’ll benefit from:
5* housebuilder -Be part of a company that consistently delivers quality homes and outstanding customer satisfaction
- Health Care
- 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
- Committed to diversity, inclusion, and empowering your development
What is the role?
As Head of Customer Care, you will lead the full Customer Care function within the Operating Company - guiding, coaching and developing your team to deliver outstanding service whilefostering and championing a customer-first culture across the business.
You’ll work closely with senior colleagues in Construction, Sales, and across the regionalleadership team to ensure customer experience is central to every decision made.
This is a pivotal leadership role that blends operational rigour with strategic influence.
You willbe the voice of the customer in the room - using data, insight, and experience to continuouslyraise standards, drive improvement, and protect the brand reputation.
- What you’ll do as a Head of Customer Care
- Set the vision for Customer Care in your region - ensuring a clear, customer-centric strategy is embedded across the business.
- Lead, inspire, and support your team - including Office Managers, Field Operations Managers, Coordinators, and Maintenance Operatives - to deliver a high-quality, consistent aftercare experience.
- Own and drive performance against service level agreements (SLAs), ensuring every customer query or issue is managed promptly, professionally, and empathetically.
- Oversee all customer complaints, with direct accountability for Stage 1 complaints and a hands-on approach to resolving complex or high-profile cases.
- Embed strong governance and compliance, ensuring all systems, processes and reporting standards are followed across the team.
- Deliver information and insight to drive continuous improvement - providing regular, accurate data to support customer-focused decision making at leadership level.
- Collaborate across functions, maintaining excellent relationships with Construction, Sales, and Commercial teams to ensure issues are resolved quickly and root causes are addressed.
- Champion NHBC survey results, setting expectations, tracking progress and driving actions that contribute to improved customer satisfaction scores.
- Oversee and monitor key activities aligned to our Customer Care Timeline, ensuring full compliance with the New Homes Quality Code.
Use this insight to highlight both successes and areas for improvement across the business.
- Champion and support a culture of customer service excellence, driving performance towards our stretch targets.
With our HBF 5-star status as the benchmark, ensure continuous improvement remains at the heart of everything we do.
- Ensure health & safety standards are upheld at every touchpoint, promoting a safe and respectful approach to work in customers’ homes and across the team.
What experience do I need?
- Have a proven track record of leading high-performing customer care teams or similar customer-centric operations.
- Be an excellent communicator - clear, empathetic and calm under pressure - with strong influencing skills at all levels.
- Be naturally customer-obsessed, with a deep understanding of what great service looks like and how to deliver it in a complex, fast-paced environment.
- Be highly organised, with a strong grasp of governance, cost control, and service delivery processes.
- Have good data literacy and be confident using Microsoft Office (including Excel and Power Point) and business systems to extract insight and drive decision making.
- Be collaborative and commercially aware, with a mindset for continuous improvement and cross-functional problem solving.
- A full UK driving licence and access to a vehicle is preferred, given the need for occasional site and regional travel.
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Head of Customer Care in Perth 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 Head of Customer Care in Perth
✨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 Head of Customer Care in Perth
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.
