Customer Care & Quality Specialist Team Leader

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

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.

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.

Feel free to review the role profile and the behaviours and mandatory accountabilities for more details on our careers page. It'll give you a better idea of what we're looking for before you apply.

At Clarion Housing Group, we support the responsible use of AI.

Act now - apply today! This vacancy may close early without notice.

Closing Date: Monday 17th August 2026 at midnight.

Interviews will take place on Wednesday 26th and Thursday 27th August 2026.

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.

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.

Diversity and Inclusion

We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks.

We're committed to building a strong, diverse workforce and making Clarion an inclusive place to work.