We are seeking an experienced Head of Customer Service to lead our regional Customer Service function based in our West office in Glasgow. This is a senior leadership role, responsible for delivering an excellent customer experience, ensuring regulatory compliance, and driving continuous improvement across the post‑completion journey.
You will provide both strategic and hands‑on leadership, working closely with internal teams and external partners to resolve issues efficiently and professionally, while maintaining strong cost control and high standards of service.
Key responsibilities include:
* Leading and developing the regional Customer Service team, including performance management and development planning
* Setting and delivering the long‑term strategy for Customer Service within the region
* Managing customer service budgets and controlling recurring or excessive costs
* Overseeing warranty operations and managing NHBC claims and quarterly reviews
* Acting as the regional lead for the New Homes Quality Code and New Homes Ombudsman Service cases
* Managing contractors and specialist suppliers to ensure timely, high‑quality resolutions
* Visiting customers where required to resolve escalated or complex issues
* Working closely with Construction, Commercial, Technical and Sales teams to deliver joined‑up solutions
* Monitoring customer feedback, complaints data and NHBC reports to drive improvements
* Producing monthly reports for senior management and Board meetings and overseeing Salesforce reporting
* Ensuring full compliance with Health & Safety standards at all times
About You
This role is ideal for a customer‑focused leader with strong stakeholder management skills, a proactive approach to problem‑solving, and a passion for delivering high‑quality outcomes for customers and the business.
Knowledge, Skills and Abilities
* Proven leadership capability with the ability to motivate, inspire and develop high‑performing teams
* Strong negotiation skills with the confidence to manage challenging conversations and outcomes
* Excellent written, verbal and listening communication skills
* Strong interpersonal skills, with the ability to adapt approach to a wide range of customers and stakeholders
* Good analytical skills, with the ability to identify trends, assess risks and drive improvements
* Decisive and confident decision‑maker, able to balance customer needs with commercial considerations
* A sound knowledge of build techniques and NHBC standards and regulations is desirable
* Professional and confident approach at all times, with a clear passion for delivering excellent customer service
Experience
* Essential experience of leading and motivating a team through a period of significant growth and change
* Essential previous experience in a customer service or client liaison role at a managerial level
Closing Date: 12th April 2026
We recognise that a diverse team makes us a stronger and more successful company. We value different ideas and perspectives as it helps improve our decision‑making, products and services. And we’re striving to create an inclusive work environment, in which everyone can feel comfortable as themselves, uniquely contribute and do their best work. If we need to adjust anything in our recruitment process to support you, please contact careers@cala.co.uk
About Us
The Cala Group is a major UK housebuilder and leading provider of desirable new homes across Scotland, the South of England & Midlands. Driven by a mission to create vibrant and sustainable new communities, our homes are characterised by exceptional design and sector‑leading build quality, and we have a passion for providing our customers with a great home buying experience. This is an exciting time to be at Cala. Our approach to sustainability and technology is undergoing a dramatic transformation, and we’re aiming to create an industry‑leading experience for both our staff and customers. At Cala, you can expect to be part of an environment which allows you to do meaningful work, while offering opportunities for personal growth. Our goal is to be the favoured employer in our industry and beyond. We encourage applications from those who want to be part of a culture where they can thrive, feel a sense of belonging and be comfortable being themselves at work.
Staines-upon Thames, Surrey Office (Thames)
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