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 experiences
Why join Gleeson?
You’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.