Gleeson

# Head of Customer Care Job Introduction 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 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. What you'll bring 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 experiencesYou'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.The following content displays a map of the job's location. OpenStreetMap contributors Head of Customer Care Salary Excellent Salary and Benefits Package Job Reference gleeson/TP/60871/4412 Contract Type Full Time Closing Date No expiry date Job Category Customer Care Regional Office Penrith Location Penrith, United Kingdom Posted on 12 January, 2026

A prominent homebuilder is seeking a passionate Regional Head of Customer Care to lead their customer care function in Penrith. This senior leadership role focuses on fostering a five-star homeowner experience, driving high-quality service delivery, and developing a high-performing team. Candidates must have leadership experience within customer care, exceptional communication skills, and the ability to manage multiple priorities within a fast-paced environment. The role offers an excellent salary and benefits package.