Location
Westminster Bridge Road, London

Hours
Full Time

Salary
£85,000 per annum

About the Role
This is an exciting opportunity to lead a newly created Homeownership Support Hub at the heart of Peabody's customer experience transformation. As Head of Homeownership Support Hub, you will play a pivotal role in establishing and developing a brand-new team, setting the vision, culture, and standards that will define how we support more than 25,000 Freeholders, Leaseholders, and Shared Owners. Leading a hybrid team of 17 colleagues, you will create a highly skilled, customer-focused function that delivers expert frontline advice and resolves customer enquiries quickly and effectively across multiple channels, including phone, email, and webform. You will champion a culture of ownership and continuous improvement, empowering your team to maximise first-contact resolution while ensuring more complex and specialist enquiries are seamlessly connected with experts across the rest of the team.

This is a rare opportunity to build something from the ground up. You'll have the freedom to shape processes, develop capability, introduce innovative ways of working, and create a service that sets a new benchmark for homeowner support. Through your leadership, you will drive measurable improvements in customer satisfaction, strengthen engagement with homeowners, and ensure every interaction delivers a positive and lasting impact.

Key responsibilities include building, leading, and inspiring a high-performing, resilient team; designing and maintaining a robust training and development framework for Homeownership Advisors; partnering closely with senior leaders to ensure alignment with business priorities and regulatory requirements; leading the creation and execution of a strategic contact strategy to enhance homeowner interactions; championing a first-contact resolution culture; expanding the team’s expertise; embedding co-creation practices into service design; providing insightful performance intelligence; and contributing as a senior leader within the homeownership directorate.

Experience
A confident, strategic leader with a strong track record of leading through complexity and change. Proven experience of leading homeownership teams with demonstrable knowledge of all aspects of homeownership and service charges. A demonstrable track record of delivering systems, process, and customer service improvements in a fast-paced and high-volume environment. Proven ability to lead teams to consistently exceed performance expectations and achieve ambitious KPIs.

About you
Adept at motivating and enabling high-performing hybrid teams and ensuring tools and support are in place. A persuasive and influential communicator, skilled at simplifying complex information for a wide variety of audiences including your team, homeowners, and senior colleagues. An inspiring leader who thrives on creating change, developing high-performing teams, and delivering outstanding customer outcomes.

Qualifications
A relevant professional qualification such as The Property Institute Level 4 and/or extensive, relevant industry experience.