Head of Customer Care

£70,000 | Hybrid - 4 Days Working from Home | London | Interim Opportunity

Are you a confident Customer Care leader who thrives on getting stuck in, turning things around and making a real difference?

We're looking for an experienced Head of Customer Care to take ownership of a busy, high-volume customer operation within a large housing organisation.

This is not a role for someone who needs everything neatly packaged or handed to them. You'll be walking into a challenging environment where performance needs improving, team morale needs rebuilding and strong leadership is essential.

If you're commercially minded, resilient and enjoy bringing order to complex situations, this could be a fantastic opportunity.

The Opportunity

You'll lead a team of nine, including a Team Leader and eight Customer Care Coordinators, taking responsibility for the day-to-day performance and direction of the function.

There is plenty to get your teeth into. You'll need to quickly understand the operation, identify what's not working and implement the structure, accountability and leadership needed to drive improvements.

What You'll Be Doing

• Taking ownership of a busy, high-volume Customer Care function.
• Leading, motivating and performance-managing a team of nine.
• Improving customer service standards, responsiveness and overall resident experience.
• Tackling operational backlogs and competing priorities.
• Establishing clear processes, accountability and performance measures.
• Supporting and developing the Team Leader and wider team.
• Driving a more proactive, customer-focused approach across the function.
• Working with senior stakeholders to deliver meaningful service improvements.

What We're Looking For

We're interested in leaders who have dealt with challenging environments and aren't easily knocked off course.

You'll ideally bring:

• Previous experience as a Head of Customer Care, Head of Customer Services, Customer Experience Manager or Senior Customer Operations Manager.
• Strong people management experience, including managing team leaders.
• A proven track record of turning around under performing teams.
• Experience managing high-volume customer service operations.
• Confidence handling difficult conversations and addressing poor performance.
• Strong operational management and problem-solving skills.
• The ability to hit the ground running without needing constant direction.

Housing association or social housing experience would be advantageous, but we're equally interested in strong private-sector candidates from property management, facilities management, customer operations or similarly demanding service environments.

Personality is important: You need thick skin, resilience and the confidence to make decisions. This is a hands-on leadership role for someone who takes ownership rather than waits to be told what to do.

What's On Offer?

• £70,000 salary equivalent / assignment rate to be confirmed
• Four days working from home per week.
• Just one day per week in the Camden office.
• Significant autonomy and scope to make an impact.
• A genuine opportunity to demonstrate your leadership and turnaround capabilities.
• An immediate-start interim opportunity with a rolling contract.

Interested?

If you're an experienced Customer Care or Customer Operations leader who enjoys a challenge and knows how to get the best out of people, we'd like to hear from you.

Apply now for a confidential conversation.