Elvet Recruitment have been appointed to recruit a Head of Customer Care for a leading housebuilder, responsible for overseeing the full regional Customer Care function and ensuring homeowners receive an exceptional post‑completion experience. The role sits on the regional senior leadership team and plays a key part in driving a customer‑centric culture across all operational departments. Main duties will include: * Leading, motivating, and developing the regional Customer Care team to deliver exceptional service and meet performance targets. * Championing the customer journey and ensuring all quality checks, processes, and service standards are consistently followed. * Managing team resourcing, training, coaching, and performance to maintain a high‑performing function. * Overseeing effective scheduling and utilisation of Maintenance Technicians. * Maintaining NHBC survey trackers, monitoring RAG status, and coordinating recovery actions. * Driving performance against KPIs including defect management, NHQC/NHBC standards, and SLA compliance. * Influencing Build, Sales, Technical, and Commercial teams to ensure seamless customer handovers and customer‑centric operations. * Managing post‑completion complaints including NHBC, NHQB, MP enquiries and legal matters. * Analysing trends and root causes to drive continuous improvement and enhance build quality. * Supporti...