Role: Head of Customer Care * Responsible for: Customer Care team * Reporting to: Managing Director * Client: Residential Housebuilder with a 5* HBF accreditation * Location: Cheltenham/ Tewkesbury region * Geographical region: North Gloucestershire, Cotswolds and South Midlands * Working arrangements: Flexible working arrangements between office, home and site(s) Head of Customer Care – Job Purpose: Reporting into the Manager Director, as Head of Customer Care you will be responsible for the day to day running and operations of the Customer Care team and sit on the regional board. To implement the Group’s policies and procedures in relation to Customer Care, and to meet and maintain quality assurance standards. To contribute towards the regions meeting its Customer satisfaction targets, and to manage all post-occupation customer-related issues through to resolution via the Customer Care team. * The role is responsible for providing leadership to the Customer Care team comprised of Customer Care Office Managers, Field Operations Managers Co-ordinators, Administrators and Maintenance. * To drive and lead 5* Customer Care standards. * To oversee the Customer Care team, to ensure a 5* experience is maintained for our customers. * To ensure the service is provided within Company Guidelines, Group Standards and Procedures for Customer Care, to ensure customer satisfaction and maintain th...