Head of Customer Care

Regional Head of Customer Care

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 in Build, Sales and Technical to ensure every homeowner feels supported, valued, તર and confident in their new home.

• 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, KPI’s and performance standards across defect management, NHQC/NHBC constitution, LEAs, 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 Facilitating performance through KPI’s, 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.

• Leadership experience in customer care or service delivery, ideally within house building or residential construction.
• Strong understanding of post‑completion processes, NHBC warranty standards and customer service best barba 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-Thoroughly travel across the region.

• Experience implementing customer care or CRMs la system.
• 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.