Head of Customer Care
Core
Lead and inspire teams responsible for new build defect management to protect gold-standard customer service and ensure defects are resolved efficiently within SLA.
Role type
Senior leadership Head of Customer Care (New Build Defects)
Builds
Defect resolution processes and customer service standards for new build housing
Domain
Social housing / Real estate development
Required skills
People management, new-build development processes, contract management, cross-departmental collaboration, defect management, SLA adherence, shared ownership experience
Preferred skills
Experience across shared ownership and other tenures, ability to work across departments
Responsibilities
Lead and inspire teams responsible for new build defect management, set the tone for outstanding service, provide clear leadership to the Customer Care and Quality Team, collaborate with Delivery teams and contractors to resolve defects efficiently, reduce complaints and build trust with customers
Seniority
Senior, hands-on IC