Location
Ealing, West London

Hours
Full Time

Salary
£53,591 per annum

About the Role
Lead a bold new way of working and shape the future of housing services. This autumn, we’re launching Neighbourhood Pilots – the first step in delivering our new Customer & Community Operating Model. This model is designed to simplify services, strengthen relationships, and meet new consumer standards by putting customers at the heart of everything we do. It provides customers with a single point of contact, greater visibility in their communities, and improved communication. For colleagues, it means less administrative burden, better tools, and more autonomy to do the right thing.

The Customer & Community Pilots Manager will lead this transformation on the ground, overseeing the Neighbourhoods Pilot Programme across multiple patches to ensure high-quality, customer-focused services. You will recruit, coach, and inspire a team of Tenancy Partners, building a high-performing and inclusive culture. Monitoring and evaluating pilot outcomes through data, dashboards, and customer feedback will be key to shaping future service design. You will drive operational excellence in tenancy management, neighbourhood services, and digital adoption, ensuring efficiency and excellent customer experiences.

Acting as the vital link between strategy and delivery, you will engage with senior stakeholders, community partners, and residents to embed co-creation and collaboration at the heart of the pilot. Join A2Dominion and help create homes and communities people love to live in, making a real difference in people’s lives.

Experience
- Proven leadership experience in housing or customer service, ideally within a regulated environment.
- Experience in service transformation, pilot programmes, or change management.
- Ability to travel across the operating area with a full UK driving licence.

About you
- Inspiring leadership and resilience, able to motivate teams, build trust, and navigate change with confidence and composure.
- Strategic and analytical thinker, balancing big-picture planning with operational delivery, using data and insights to drive improvement.
- Skilled collaborator and communicator, capable of engaging diverse audiences and building strong partnerships across teams, communities, and stakeholders.
- Continuous improvement mindset, open to feedback, adaptable, and focused on delivering better outcomes.

Qualifications
- CIH Level 4 qualification or willingness to work towards it.
- Ideally a change or project management qualification.