Location: Hybrid/Islington, London or Manchester
Salary: London - £37,854 - £47,319 per annum / National - £34,869 - £43,586 per annum
Hours: 36 per week
Contract Type: Permanent
Are you a natural leader with a passion for delivering outstanding customer service? We’re seeking a Customer Care & Quality Team Leader who can guide and develop a team of Customer Care and Quality Executives to ensure that every customer receives the best service throughout their journey. In this operational role, you’ll play a crucial part in helping us achieve our mission: ensuring that any defects in our customers' new homes are resolved promptly and handled with care, professionalism, and empathy.
You’ll be at the heart of our customer care operation, supervising the team's day-to-day performance, ensuring that processes are followed, and maintaining consistently high service levels. You’ll monitor and enhance the use of our CRM system and ensure that objectives related to productivity and turnaround times are met. This role is not just about oversight; it's about leading by example, motivating your team, and empowering them to take pride and ownership in their work.
We’re looking for someone who thrives on bringing out the best in others and has proven experience in leading and developing high-performing teams. You should possess excellent communication skills and the ability to influence both colleagues and customers, driving positive change and continuous improvement. With a keen eye for performance data, you’ll be adept at resource management and will know how to maximise your team's potential.
Are you looking to step up and have an interest in joining the Customer Experience team? This role offers the perfect opportunity to gain valuable experience in a different department while building new skills for your future.
Feel free to review the role profile and the behaviours and mandatory accountabilities for more details. It'll give you a better idea of what we're looking for before you apply - Customer Care & Quality Team Leader and Behaviours & Mandatory Accountabilities OD level 5
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Act now – apply today! This vacancy may close early without notice.
Closing Date: Monday 13th July 2026 at midnight.
Interviews will take place on Monday 27th and Tuesday 28th July 2026.
This is a hybrid role with a base location at our office in either London or Manchester. Candidates will be expected to work from home and the office at least 3 days per week.
The London office and pay scale will only apply to people who live within the M25. If you live outside the M25, your salary will be based on your location and aligned to the National pay scale as detailed above.
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.
We are Clarion - the country’s largest housing association. We provide a home to 360,000 people nationwide. We build more than 2,000 new homes a year and through Clarion Futures (our charitable foundation) we provide opportunities for our residents to thrive – supporting people into work, improving neighbourhoods and focusing on sustainability.
We exist because there is a housing crisis in our country. There simply aren’t enough affordable and suitable places for people to live. You might have experienced this yourself, or have friends and family who have.
We believe having a home to call your own is fundamental to being able to access the right opportunities in life. That is why our mission is to provide homes for those who need them most,
We’re all driven by this shared purpose at Clarion. We want to ensure that everyone has the opportunity to build a better future, and we’re relentless in pursuing it.
