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Head of Customer Care
Clarion Housing Group. Lead and inspire teams responsible for new-build defect management .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing customer care and quality teams, ensuring high performance in defect management and customer satisfaction. Possesses extensive knowledge of new-build development processes and contracts, driving effective collaboration across departments.
Highest-signal resume keywords
People Management ExperienceNew-Build Development ProcessesCustomer Satisfaction ManagementDefect ManagementShared Ownership Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Defect ManagementNew-Build Development ProcessesContract ManagementCustomer Service StandardsSLA Compliance
Soft Skills
LeadershipCollaborationProblem-SolvingCommunicationCustomer Trust Building
Industry Keywords
Customer CareQuality ManagementShared OwnershipEmployer's RequirementsCustomer Outcomes
About the role
Key responsibilities & impact- Lead and inspire teams responsible for new-build defect management
- Protect and consistently achieve gold-standard customer service
- Set the standard for outstanding service and ensure high performance across teams
- Ensure strong ownership of customer outcomes
- Provide clear leadership to the Customer Care and Quality Team regarding service and defect management
- Partner with the Head of Home Experience, delivery teams and contractors
- Ensure defects are resolved efficiently, within SLA and in line with contract requirements
- Reduce complaints and build customer trust
- Drive customer satisfaction across departments
Requirements
What you’ll need- Substantial people management experience
- Strong understanding of new-build development processes, contracts and employer’s requirements
- Proven ability to work across departments to drive customer satisfaction
- Experience across shared ownership and other tenures is essential
- Eligible to work in the UK; visa sponsorship is not available
- Required to reside in England or Wales for the duration of employment
- Ability to travel across the region as required
- Expected to work from the London office at least 2 days per week
Benefits
Comp & perks- £5,000 car allowance
- Benefits that support you and your lifestyle
- Hybrid working arrangement
- Permanent contract
- 36 hours per week