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. * Supporting and coaching regional teams on communication, systems, and complaint handling. * Overseeing NHBC resolution meetings and ensuring follow‑up actions are completed. * Working with internal legal teams on NHQB defence responses. * Monitoring Customer Care costs, ensuring correct coding and identifying contra‑charge opportunities. * Representing Customer Care at regional management and board meetings. * Driving NHBC survey response rates and supporting customer‑level engagement. * Ensuring GDPR‑compliant handling of customer information and adherence to all Health & Safety policies. To be considered, applicants must: * Hold a degree or have equivalent experience in Customer Service, Construction Management, Business Administration, or a related field. * Have proven senior experience in customer care or service delivery, ideally within housebuilding or residential construction. * Possess strong knowledge of NHBC warranty standards, building regulations, and post‑completion processes. * Demonstrate leadership capability with experience developing high‑performing teams. * Have excellent communication, problem‑solving, and conflict‑resolution skills. * Be proficient in customer care systems, CRM platforms, and Microsoft Office. * Hold a full UK driving licence and be willing to travel regionally. Desirable attributes include: experience implementing customer care/CRM systems, knowledge of regional housing markets, relevant professional qualifications, and a passion for delivering a high‑quality customer experience. Please call Michael Dufferwiel at Elvet Recruitment to discuss in more detail