Group Customer Care Manager

Group Customer Care Manager

Job Title: Group Customer Care Manager

Looking for a career where your ambition meets real opportunity? Join Persimmon Homes as Group Customer Care Manager and step into a role where your success is celebrated, your growth supported, and your work truly matters.

Reporting to the Group Customer Care Director, you will support the consistent delivery of the Group Customer Care strategy across Persimmon Homes and Charles Church. You will translate Group standards into practical regional action, coordinate performance and governance activity, and work closely with regional and functional teams to improve customer satisfaction, complaint and defect performance, regulatory compliance, operational efficiency and our five-star rating.

• Monitor customer satisfaction, complaint volumes, ageing and service performance; identify trends and drive corrective actions.
• Support regional teams to deliver Group standards, policies and improvement plans consistently.
• Provide clear performance reporting, insight and recommendations to senior stakeholders.
• Oversee complex and escalated complaints, ensuring fair, timely and customer-focused resolution.
• Maintain compliance with the New Homes Quality Code, Ombudsman requirements and internal governance.
• Lead cross-functional initiatives that address root causes and improve the end-to-end customer journey.
• Develop team capability through coaching, guidance and sharing best practice.
• Build effective relationships with regional leadership, operational teams and external stakeholders.

Location: Thames Valley, GU15

• A relevant management, customer service or complaints qualification is desirable although proven customer care or complaints management experience in a multi-site environment will be acceptable
• Strong analytical skills, with the ability to turn performance data into practical action.
• Sound knowledge of customer service regulation, governance and complaint resolution.
• Confident communicator able to influence senior and operational stakeholders.
• Strong organisation, judgement and prioritisation, with a solutions-focused approach.
• Experience of leading change, improvement activity and team development.
• Experience in housebuilding, construction or another regulated customer environment is desirable.