Head of Customer Care

Closing Date: 2024-08-01

Location: Hinckley

Salary: Competitive

Type: Permanent - Full Time

Customer satisfaction underpins the success of our family-run business and our Head of Customer Care is fundamental in ensuring everything is absolutely perfect for every purchaser. With your proven experience and can do attitude, we’ll give you the opportunity to take ownership of our Customer Care department, ensuring the delivery of outstanding service day-in day-out. As a business as caring and ambitious as you are, we’ll encourage you to grow and are committed to developing your career with us through great opportunities for progression and fantastic benefits. So put your creativity to work and help us to make every day a positive one.


We are recruiting for a Head of Customer Care to join our East Midlands Region, based in Hinckley. This is your opportunity to take ownership of a Customer Care department within a friendly, family-owned company, which gives you the autonomy to make your own decisions. Leading a small team of co-ordinators and technicians to deliver an outstanding service to every purchaser, you will highlight any repeated issues, review the work of sub-contracts and deal with customer complaints and warranty claims, visiting customers in their homes when necessary. We don’t just sell you a house and leave you to get on with it - good relations with our customers after they have moved in are fundamental to our reputation and long-term success.



  • Ensuring the smooth running of the department and that purchasers are satisfied in line with the Home Inspection Guide.
  • Monitoring and managing the performance of the team, ensuring training and development is provided as required.
  • Highlighting and reporting on repeated issues/common defects, poor-performing trades and Bloor site staff to allow for positive intervention for senior management.
  • Liaising with other departments within Bloors as necessary.
  • Ensuring Sitestream records are maintained and kept up to date.
  • Undertaking routine reviews of work being carried out by Customer Care Technicians and sub-contract trades.
  • Producing weekly status reports for the Regional Managing Director.
  • Dealing with all warranty claims & resolutions, including attending meetings for all extended warranty providers.
  • Dealing with invoicing relative to the department and ensuring contra charge procedures are in place and administered.
  • Dealing with customer complaints including social media notifications using the Escalation Policy.
  • Visiting all customers that require one-to-one meetings to review and resolve any issues.
  • Visiting one plot per month that has undergone its inspection and report to the Regional Managing Director.
  • Attending housing association end of defect inspections and liaising with the Commercial Department to secure the release of retentions.
  • Setting challenging KPI’s when contracting new maintenance companies, ensuring the Bloor standards are maintained.
  • Understanding and interpreting all relevant legal correspondence and work with Bloor Homes’ legal advisors on the next steps.
  • Liaising with the company’s marketing and PR provider in relation to social media activity linked to the provision of Bloor Homes after care service.
  • Ongoing continuous improvement of systems, policies and procedure within the Customer Care team, to drive change and maintain or improve the service offered.
  • Responsible for managing satisfaction surveys within the Region and, ensuring the Senior Management Team, Sales and Construction are kept updated.
  • Responsibility of defect closure within the CTM system, ensuring the team remain within current KPI parameters.
  • Responsibility for setting up new maintenance contracts for all routine maintenance requirements.
  • Visiting homeowners to review excessively large 5-7 Month Purchaser Reports.
  • Processing Stage 2 Complaints in line with the Formal Complaints Procedure.
  • Attending meetings that may be necessary in the performance of your duties.
  • Complying with and upholding company policies and procedures.
  • Undertaking any additional tasks as may reasonably be required from time to time.
  • Ensuring all Health and Safety aspects associated with Covid-19.



  • Full driving Licence
  • Experience of dealing with customers in a customer care environment and managing a team.
  • Experience in using CRM software with good technical knowledge in house building.
  • Excellent negotiating skills and financial awareness.
  • Knowledge of NHBC/LABC procedures.
  • Caring and empathetic towards others.
  • Patient at all times.
  • Team leader and player.


  • Company Car
  • Bupa Healthcare cover
  • Company phone and workstation/Laptop
  • Scottish Widows Pension Scheme
  • 33 days holiday entitlement (including bank holidays)
  • Group Staff Discount at Triumph Motorcycles ltd.
  • Competitive discount on our homes (dependent upon the property and location)


So, if you're looking for a rewarding role, share our belief in excellence, take as much pride in your work as we do, and want a future not just a job, then get in touch today.