What you'll be doing
1. Lead our customer care team, supporting customers in all homes constructed by our house building division
2. Create a culture where everyone can resolve customer issues at first contact, following NHQB and NHBC guidelines
3. Handle customer concerns with empathy, turning challenges into opportunities to showcase our commitment to quality
4. Manage the customer care budget using COINS software, sharing insights on spending and contractor performance
5. Partner with colleagues to implement service improvements based on customer feedback
6. Build strong relationships with contractors and internal teams for exceptional aftercare delivery
7. Apply your knowledge of building standards to make informed decisions about defects and maintenance
8. Ensure contractors resolve issues at their own cost while maintaining courtesy and quality
What you'll get in return
Beyond a competitive salary, annual bonus and the chance to make a real difference every day, you'll get:
9. 26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years
10. Your birthday off as an extra holiday
11. Up to 10% matched pension contribution
12. Hybrid working (3 days office, 2 days home)
13. Flexible benefits which might include a Health Cash Plan
14. Access to an Employee Assistance Programme for your own wellbeing.
More about you
You build customer confidence through exceptional service. With significant experience in the housebuilding industry, you excel at delivering first-class customer care in challenging situations.
Your dynamic leadership motivates teams to achieve results. You're comfortable discussing technical specifications with contractors, explaining solutions to customers, or presenting metrics to senior leadership.
You stay focused when challenges arise and have a sound understanding of health and safety. You're financially aware with experience in cost management and show strong computer literacy.
What really drives you?
Making a difference through service excellence. You find satisfaction in ensuring customer satisfaction across our developments - from contemporary homes to sustainable properties. You take pride in contributing to our quality reputation as we expand across the South West.
More about Curo’s award-winning non-for-profit housebuilding division
We're the housebuilding division of Curo Group. We're delivering 2,000 high-quality homes across the South West by 2027 – from our flagship Mulberry Park development to partnerships with private developers creating sustainable communities. We're proud that Curo is among the UK's top 100 companies to work for, and the 5th best housing association nationwide.
We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers.
We're committed to making our recruitment process accessible to everyone -- if you need any adjustments to help you apply or interview, please contact our recruitment team at recruitment@curo-group.co.uk
Would you like to have an informal discussion about the role?
Please contact Lisa Howells, Sales Director on 07971 412 945.