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
1. Leading our customer-first culture by acting as an ambassador for the Gleeson brand, values, and commitment to quality.
2. Driving five-star customer service through inspirational leadership, coaching, and development of the regional customer care team.
3. Ensuring consistent, high-quality service delivery with clear action plans, KPIs, and performance standards across defect management, NHQC/NHBC requirements, and SLAs.
4. Monitoring customer satisfaction and implementing improvement initiatives that enhance the homeowner experience and support strong HBF survey results.
5. Overseeing post-completion operations to ensure ...