Clarion Housing Group
Customer Care & Quality Specialist Team Leader
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Location
Hybrid/Islington, London or Manchester
Salary
- London - £37,854 - £52,051 per annum
- National - £34,869 - £47,945 per annum
Hours
36 per week
Contract Type
Permanent
About the Role
Are you a natural leader with a passion for delivering outstanding customer service? We’re seeking a Customer Care & Quality Specialist Team Leader with demonstrable experience managing new home defects within a large House Builder or Housing Association. You'll guide and develop a team of Customer Care and Quality Executives to ensure that every customer receives the best service throughout reporting and rectification of their new home defects. In this operational role, you’ll play a crucial part in helping us achieve our mission: ensuring that any defects in our customers' new homes are resolved promptly and handled with care, professionalism, and empathy.
You’ll be at the heart of our customer care operation, supervising the team's day-to-day performance, ensuring that processes are followed, and maintaining consistently high service levels. You’ll monitor and enhance the use of our CRM system, using your existing knowledge, and ensure that objectives related to productivity and turnaround times are met. This role is not just about oversight; it's about leading by example, motivating your team, and empowering them to take pride and ownership in their work.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
We’re looking for someone who thrives on bringing out the best in others and has proven experience in leading and developing high-performing teams. You should possess excellent communication skills and the ability to influence both colleagues and customers, driving positive change and continuous improvement. With a keen eye for performance data, you’ll be adept at resource management and will know how to maximise your team's potential.
Are you looking to step up and have an interest in joining the Latimer Development Customer Experience team? This role offers the perfect opportunity to gain valuable experience while building new skills for your future.
Responsibilities
- Supervise and develop a team of Customer Care and Quality Executives
- Ensure high service levels in customer care operations
- Monitor and enhance the use of CRM systems
- Meet objectives related to productivity and turnaround times
- Lead by example and motivate the team
Requirements
- Demonstrable experience managing new home defects
- Proven experience in leading and developing high-performing teams
- Excellent communication and influencing skills
- Ability to drive positive change and continuous improvement
- Keen eye for performance data and resource management
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Additional Information
Feel free to review the role profile and the behaviours and mandatory accountabilities for more details. It'll give you a better idea of what we're looking for before you apply - Customer Care & Quality Team Leader and Behaviours & Mandatory Accountabilities OD level 5.
At Clarion Housing Group, we support the responsible use of AI. Here is your guide to using AI during your recruitment process.
Act now – apply today! This vacancy may close early without notice.
Application Deadline
Closing Date: Monday 17th August 2026 at midnight.
Interview Dates
Interviews will take place on Wednesday 26th and Thursday 27th August 2026.
Work Arrangement
This is a hybrid role with a base location at our office in either London or Manchester. Candidates will be expected to work from home and the office at least 3 days per week. Applicants must be able to travel across the region as required.
Eligibility
You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location