Head of Customer Care

Head of Customer CareOrganisation: Clarion Housing Group Department: Development / Home Ownership Level: OD Level 3 Reports to: Director of Home Ownership Responsible for: Customer Care and Quality Team Mondays based in Islington, N5 1JGWednesdays based at Camden NW1 7QXOffice attendance required for meetings as and when Flexible day rate please state your desired rate which will accompany your submission.Clarion Housing is seeking an experienced Head of Customer Care to lead its Customer Care and Quality Team, overseeing the management and resolution of new-build property defects and delivering a high-quality customer aftercare service.The successful candidate will be responsible for leading a team of nine, overseeing an existing caseload of approximately 800 defects and ensuring issues are resolved within agreed SLAs, contractual obligations and quality standards.Key Responsibilities Lead, manage and develop the Customer Care and Quality Team.Oversee the end-to-end management and resolution of property defects.Manage complex customer complaints, escalations and aftercare issues.Monitor contractor performance, ensuring quality and contractual compliance.Develop and monitor KPIs, SLAs and customer satisfaction performance.Analyse defect trends and implement service improvements.Build effective relationships with development teams, contractors and senior stakeholders.Improve customer journeys, operational efficiency and overall service delivery. Essential Requirements ..... full job details .....