From day one, Thakeham has been driven by a clear vision: to transform the way people think about new-built developments.
Over 20 years later, that ethos is still very much alive, reflected in our numerous awards and reputation in the sector. Today, Thakeham employs close to 250 people and has a forecasted revenue of £199 million in 2024/25.
An infrastructure-led community creator and strategic land promoter, Thakeham is committed to partnerships, innovation and creating amazing places to live and work. We are industry-leading in sustainability and biodiversity. We were one of the first to introduce Zero Bills homes in partnership with Octopus Energy.
We pride ourselves on our ‘Infrastructure first’ approach, ensuring communities release the benefits of new development at the outset, rather than later in the process. We deliver social, affordable and retirement housing for a wide range of housing associations and local authorities.
People are Thakeham’s most important asset, and this is reflected in the way we operate. We are proud to be listed in the Top 100 Best Large Companies to Work For 2024.
Our people enjoy excellent rewards and working conditions in an exciting and growing business. We offer exciting career opportunities, and are keen to develop, guide and support our employees, regardless of what stage they are in their careers.
We value diversity and encourage people to bring their full authentic selves to work. A Gold Armed Forces Covenant signatory and supporter of armed force’s charity Building Heroes, Thakeham operates a Talent for Development outreach campaign for military veterans and college leavers.
Work and fun should not be mutually exclusive and Thakeham offers a range of social events such as quiz nights, BBQs and all staff parties. We run informal lunch and learns and take on charity challenges such as the Housebuilder Challenge. We encourage people to volunteer in their communities, offering two paid days per year to do so. Where roles allow, our summer hours policy in June, July and August allows people to enjoy longer weekends with their loved ones. A flexible approach to working is available all year round.
At Thakeham we build communities, together.
The department
The Customer Care department is responsible for conducting quality inspections of our homes, guiding customers through the process of settling into their new home, and managing customer relationships both over the phone and in person at various sites. Our objective is to provide outstanding customer service and foster a welcoming atmosphere where our customers feel valued.
The Head of Customer Care role will oversee daily operations and long term planning for the department ensuring that Internal and External “Customers” are highly satisfied with Thakeham and the Quality of our services and products.
The role
The successful candidate will support regions in delivering a top-tier customer experience to all internal and external customers. They will ensure consistent customer service and product quality in delivering new homes and ongoing customer support across the South East, aligning with business objectives and identifying opportunities for service improvements.
The ideal candidate will have experience managing a Customer Care department, with a proven track record in overseeing quality inspections during new home handovers to private buyers and RP customers. They will be familiar with customer satisfaction metrics (NHBC, HBF 5 Star, and Net Promoter Score) and will report on performance. Knowledge of the updated HBF 5 Star scoring and the focus on aftercare service is ideal.
The candidate will have experience leading customer care teams, developing and coaching staff to achieve high satisfaction levels. They will hold regular team meetings, monitor KPIs, manage workloads, and ensure department efficiency. They will also manage defect rectification, liaise with supply chain partners, and oversee cost control through warranty obligations. The role includes responding to NHBC claims and emergency out-of-hours calls.
The candidate should understand compliance with the Consumer Code and New Homes Quality Code, ensuring protection for homebuyers and effective complaints management. They should be skilled in meeting Health & Safety targets, applying risk assessments, and understanding NHBC Standards and warranty provisions.
Experience with Housing Associations, particularly in recovering retentions after defect liability periods, is a plus. The candidate will ensure the provision of clear, accurate Home User Guides for customers, supporting satisfaction levels.
They will assist the Customer and Estates Director with forward planning and collaborate with other departments to address common defects related to design, specifications, or supply chain issues, ensuring continuous improvement.
Proficiency in Microsoft Office and systems to track KPIs is essential. The role includes reporting to the Customer and Estates Director for inclusion in monthly management and Operational board meetings.
This list is not exhaustive. Tasks will be allocated to reflect increasing levels of development and experience.
The required skills
* Proven knowledge and experience in regional customer experience policies, industry standards, and certifications (e.g., 5 Star Builder, Net Promoter, NHBC standards, Customer Journey, Home User Guides)
* Experience managing regional customer care teams, including quality inspections, customer handovers, demonstrations, support services, defect completion, and retention collections, in compliance with company processes, values, and vision
* Self-motivated and driven with excellent customer service skills and integrity, able to work within the regional senior team and under the direction of the Customer & Estates Director
* Strong communication, management and organisational skills
* Hardworking, flexible, pro-active team player with the ability to meet tight deadlines
* Proficient in Microsoft Office; knowledge of COINs is a plus
* High attention to detail
The benefits
* Salary sacrifice car scheme
* Annual holiday allowance 26 days increasing to 27 after 3yrs service and 28 after 5yrs service (plus bank holidays)
* Life assurance
* Private medical insurance
* Health screening
* Flexible working hours in a modern office environment / Working from Home Policy
* Excellent development and progression opportunities for the right candidate
* Company Social events
Plus a whole range of other employee benefits that we can tell you all about, our employees are rewarded for their performance, attitude and results.
We are committed to providing equal opportunities in employment and treating people fairly. We will treat all job applicants and employees equally regardless of age, race, religious belief, colour, ethnic or national origin, sex, marital status, sexual orientation or disability. We welcome applicants from all sectors of society and we are committed to promoting an inclusive environment for all.
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