Head of Homeownership Support Hub

Our VacancyThis is an exciting opportunity to lead a newly created Homeownership Support Hub at the heart of our 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.

Responsibilities

• Build, lead, and inspire a high performing, resilient team. Use your leadership capabilities to coach through change, instil a high performance mindset, and cultivate a culture of continuous improvement with homeowners at the centre of service delivery.
• Design and maintain a robust and forward looking training and development framework for Homeownership Advisors. Partner closely with the Head of Homeowner Services and Assistant Director of Service Charges to ensure alignment with business priorities and regulatory requirements.
• Lead the creation and execution of a strategic contact strategy to enhance the ways homeowners can interact with Peabody and drive enhancements to the information available on the Peabody website for homeowners, ensuring information is comprehensive and tailored to resident needs.
• Take full accountability for delivering tangible improvements in homeowner satisfaction in the areas of responsiveness to queries, general communications and ease of contact.
• Champion a first contact resolution culture, ensuring the team consistently meets or exceeds KPIs and targets. Expand the team's scope of expertise through targeted development and operational enhancements.
• Partner with the Homeownership Forum and other resident groups to harness resident voice.
• Embed co creation practices into service design and continuous improvement initiatives.
• Provide insightful and actionable performance intelligence to the Director of Homeowner Services, including trend analysis and regional insights.
• Contribute as a senior leader with the homeownership directorate, support the development of the homeownership strategy for Peabody and lead cross functional or corporate projects where directed.

Requirements

• A confident, strategic leader with a strong track record of leading through complexity and change.
• Adept at motivating and enabling high performing hybrid teams and ensuring tools and support are in place.
• A homeownership specialist who has proven experience of leading homeownership teams with a demonstrable knowledge of all aspects of homeownership and service charges.
• A persuasive and influential communicator, skilled at simplifying complex information for a wide variety of audiences including your team, homeowners and senior colleagues within Peabody.
• A demonstrable track record of delivering systems, process and customer service improvements in a fast paced and high volume environment.
• A proven ability to lead teams to consistently exceed performance expectations and achieve ambitious KPIs.
• A relevant professional qualification such as The Property Institute level 4 and/or extensive, relevant industry experience.

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.

Benefits

• 30 days annual holiday, plus bank holidays
• Two additional paid volunteering days each year
• Flexible benefits scheme, including family friendly benefits and access to a discount portal
• Salary life assurance, 4
• Up to 10% pension contribution