Head of Customer Care

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

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.

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.

You'll work 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.

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.

If you're ready to lead high-performing teams, set the standard for exceptional customer care and make a real impact on defect resolution in new build, we'd love to hear from you.

Head of Customer Care & Behaviours & Mandatory Accountabilities OD level 3.

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.

Closing Date: 1st September 2026 at midnight.

This vacancy may close early without notice.

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This is a hybrid role with a base location 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.

About Clarion Housing Group Clarion Housing Group is the country's largest social landlord with more than 350,000 people nationwide calling a Clarion home their own. Our mission is to provide affordable homes for those who need them most, and our development arm (Latimer) builds thousands of new homes each year across the country. We know that having a safe and secure home enables people to build better lives, and we believe being a good social landlord is about making a difference to our residents and communities. Our charitable foundation, Clarion Futures, works with charities, social enterprises and other organisations to provide employment support and apprenticeship opportunities to residents, as well as money management advice and help getting online.

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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.