Head of Customer Defects

Head of Customer quality (Defects)

• Day rate: Competitive, with flexibility depending on experience
• Location: London – based in Islington on Mondays, Camden on Wednesdays, with other meeting attendance as required

We are recruiting a Head of Customer Quality with experience in managing Defects for a well-established London housing provider. This is a high-impact leadership opportunity for an experienced defects and aftercare specialist with a strong track record in housing, residential development or housebuilding. The Head of Defects will lead a customer care and quality function, manage performance across a live caseload of around 800 defects, and drive service improvement across the full post-completion journey. The successful Head of Defects will oversee a team of 9, with 1 direct report, and will be expected to bring strong operational leadership, contractor management and continuous improvement experience.

Required Skills & Qualifications

• Significant experience leading and developing high-performing teams within defects management, aftercare or customer care
• Strong knowledge of the housing defects management process, gained within an RSL, housing association, contractor, developer or private housebuilder
• Proven experience managing post-completion defects, handover issues and aftercare services within new-build residential environments
• Sound understanding of construction processes, defects liability periods, contractual obligations, Employer’s Requirements and warranty processes such as NHBC or equivalent
• Strong contractor and supplier management experience, with the ability to challenge performance and secure measurable improvements
• Excellent analytical skills, with experience using KPIs, SLAs and management information to improve service delivery
• Strong knowledge of CRM systems and customer service technology, with the ability to improve workflows and reporting
• Experience of working across shared ownership and other housing tenures, with a good understanding of customer journeys and regulatory expectations
• Confident communicator with the ability to influence senior stakeholders and manage challenging conversations effectively
• Able to manage competing priorities, lead through pressure and deliver results in a fast-paced environment

How to apply

To apply for this Head of Defects position, please submit your CV outlining your relevant experience in housing defects, aftercare and service improvement.