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About the Role

Lead and inspire teams responsible for new build defect management, protecting the ability to consistently achieve gold-standard customer service. Set the tone for outstanding service, ensuring high performance across teams and strong ownership of customer outcomes. Provide clear leadership to the Customer Care and Quality Team regarding service and defect management.

Responsibilities

• Lead and inspire teams responsible for new build defect management.
• Protect the ability to consistently achieve gold-standard customer service.
• Set the tone for outstanding service.
• Ensure high performance across teams and strong ownership of customer outcomes.
• Provide clear leadership to the Customer Care and Quality Team regarding service and defect management.
• 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.
• Reduce complaints and build trust with customers.

Requirements

• 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.
• Applicants must be able to travel across the region as required.
• Must be eligible to work in the UK.
• Reside in England or Wales for the duration of employment.

Location

• Hybrid/London, NW1
• National

Work Type

• Hybrid
• Permanent
• Full-time

Salary/Compensations

• London - £70,398 - £87,998 per annum plus £5,000 car allowance
• National - £64,043 - £80,054 per annum plus £5,000 car allowance

Benefits

• £5,000 car allowance

About the Company

• Latimer by Clarion Housing Group delivers sustainable, affordable homes and builds communities across the UK.
• We’re the development arm of Clarion Housing Group, a business for social purpose.
• This means we reinvest any surplus in providing affordable housing and developing communities.