Clarion Housing Group
Head of Customer Care
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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
About Us
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.
About the Role
Ready for your next step within Latimer? We’re looking for a Head of Customer Care (New Build Defects) to lead and inspire the teams responsible for new build defect management and to protect our ability to consistently achieve gold-standard customer service. You’ll set the tone for outstanding service, ensuring high performance across teams and strong ownership of customer outcomes.
Working closely with the Team Leader, you’ll 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’ll 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.
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You’ll 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.
Key Responsibilities
- Lead and inspire teams responsible for new build defect management
- Set the tone for outstanding service
- Ensure high performance across teams and strong ownership of customer outcomes
- Work closely with the Team Leader
- Provide clear leadership to the Customer Care and Quality Team
- Collaborate 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 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
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Benefits
Salaries are just the starting point. Here at Clarion, we’re dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle - dive in and find out more here.
Application Information
- Closing Date: 1st September 2026 at midnight.
- Act now – apply today! This vacancy may close early without notice.
Additional Information
- This is a hybrid role with a base location at our London office. Candidates will be expected to work from the office at least 2 days per week.
- If you live outside the M25, your salary will be based on your location and aligned to the National pay scale.
- Applicants must be able to travel across the region as required.
- 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.
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