Location
Westminster Bridge Road

Hours
Full Time

Salary
£47,000 per annum

About the Role
As we launch our new Homeownership Support Hub, we are recruiting two Homeownership Support Hub Managers to lead and develop high-performing teams. These pivotal roles will help deliver an outstanding homeowner experience through strong leadership, continuous improvement, and customer-focused service. You will play a key role in ensuring residents receive efficient, responsive and customer-focused services while helping to embed a culture of proactive engagement and accountability. Working closely with the Head of Homeownership Support Hub and key stakeholders across the organisation, you will drive service improvements, support operational excellence, and ensure complex queries are effectively triaged to specialist teams.

Key Responsibilities
- Foster a culture of continuous improvement, putting residents at the heart of service delivery.
- Support the development and delivery of training programmes, ensuring advisors have the knowledge, skills and tools required to succeed.
- Drive a first-contact resolution culture, enabling the team to resolve a wider range of homeowner enquiries efficiently and effectively.
- Monitor team performance against KPIs and service targets, taking proactive action where improvements are required.
- Take ownership of improving homeowner satisfaction, particularly in relation to responsiveness, communication and ease of contact.

Why Join Us?
When you join Peabody, you’re joining a team guided by our values: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.

What We Offer
30 days’ annual holiday, plus bank holidays
Flexible benefits scheme, including family friendly benefits and access to a discount portal
Up to 10% pension contribution
Professional development and opportunities to broaden your experience

Experience
Role 1: Extensive experience within a homeownership environment with strong knowledge of homeowner services, including service charges, leasehold and shared ownership matters. A well-rounded understanding of homeownership operations and customer enquiries. Ability to provide expert guidance and resolve complex resident issues.

Role 2: Experience managing customer service operations and complex escalations. Strong understanding of performance metrics, workforce planning and resource management. Experience using data and insights to drive service improvements and operational efficiency. Experience onboarding, coaching and developing new team members to achieve high performance. Ability to manage high volumes of customer contact while maintaining excellent service standards.

About You
For both roles, you thrive in a fast-paced environment and embrace change as an opportunity to improve services. You are motivated to lead teams effectively and deliver excellent customer service.

Qualifications
Relevant qualifications or experience related to homeownership services, customer service management, or operational leadership are desirable but not explicitly stated.