Head of Customer Care (New Build Defects)

We are seeking a Head of Customer Care (New Build Defects) to lead and inspire the teams responsible for new build defect management and protect our ability to consistently achieve gold-standard customer service.

You will set the tone for outstanding service, ensuring high performance across teams and strong ownership of customer outcomes. Working closely with the Team Leader, you will provide clear leadership to the Customer Care and Quality Team in regard to service and defect management.

Collaboration sits at the heart of this role. You will work in close partnership with the Head of Home Experience, Delivery teams, and contractors to ensure defects are resolved efficiently, within SLA and in line with contract requirements, reducing complaints and building trust with customers.

You will bring substantial people management experience, a strong understanding of new-build development processes, contracts, and employer's requirements, and a proven ability to work across departments to drive customer satisfaction. Experience across shared ownership and other tenures is essential.

If you're ready to lead high-performing teams, set the standard for exceptional customer care, and make a real impact on defect resolution in new build, we'd love to hear from you.

Benefits: At Clarion, we're dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle.

Job Details:

• Location: Hybrid/London, NW1
• Salary: London - £70,398 - £87,998 per annum plus £5,000 car allowance / National - £64,043 - £80,054 per annum plus £5,000 car allowance
• Hours: 36 per week
• Contract Type: Permanent
• Closing Date: Monday 16th November 2026 at midnight