Job Title:
Head of Customer Resolution
Location of the job:
London
Employer:
Peabody
Salary:
Competitive
Last day to apply:
27 April 2026
Role Summary
- Lead Peabody's regional resolution services.
- Make sure resident concerns, complaints, and enquiries are handled fairly and properly.
- Work with senior leaders to improve the experience for residents.
- Help reduce repeated complaints and make the service better.
Key Tasks
- Lead the team that solves resident problems and complaints.
- Make sure complaints and enquiries follow rules and are handled well.
- Work with directors to fix big service problems.
- Use data from complaints to improve services.
- Follow the Housing Ombudsman Complaint Handling Code.
- Look out for risks and make sure work is done properly.
- Help the team learn from mistakes and feedback.
Skills And Experience
- Have lots of experience leading teams in complaints or customer resolution.
- Understand rules about complaints and Ombudsman (a person who helps with disputes).
- Handle difficult or sensitive cases well.
- Use data to find ways to improve work.
- Good at communicating clearly in writing and speaking.
Pay And Hours
- 30 days holiday plus bank holidays.
- Two paid days for volunteering each year.
- Flexible benefits including family-friendly options.
- Life insurance worth 4 times your salary.
- Pension with up to 10% contribution.
Location And Workplace
- Job location is in London, SE1 7JB.
- Interviews will be online and face to face at Westminster Bridge Road.
How To Apply
- You must apply before 27 April 2026.
- There will be two interviews: online on 13 May and face to face on 20 May.
- Peabody does not provide UK work sponsorship.
Checklist For Applicants
- Do you have leadership experience in customer complaints?
- Can you explain how you handle sensitive cases?
- Are you available for interviews on 13 and 20 May?
- Do you meet the job location and sponsorship rules?
- Have you prepared examples of using data to improve services?
How to apply for this job?