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- Tasks: Lead the Neighbourhood Pilots, ensuring top-notch customer-focused services.
- Company: Join A2Dominion, a not-for-profit with a strong social purpose.
- Benefits: Enjoy 25 days holiday, up to 8% pension, and health benefits.
- Why this job: Make a real difference in communities while developing your leadership skills.
- Qualifications: Experience in housing or customer service leadership is essential.
- Other info: Flexible working, inclusive culture, and opportunities for personal growth.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Join to apply for the Customer & Community Pilots Manager role at A2Dominion Group.
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. It puts customers at the heart of everything we do by giving them a single point of contact, more visibility in their communities, and better communication. For colleagues, it means less admin, better tools, and more autonomy to do the right thing. The Customer & Community Pilot Manager will lead this transformation on the ground.
Location: Ealing or Staines (Hybrid working, with regular on-site presence required)
Contract type: 12 months FTC (35 hours per week, Monday to Friday)
About us
At A2Dominion, we’re more than a housing provider. We’re a not-for-profit organisation with a clear social purpose: to create homes and communities people love to live in. With over 38,000 homes across London and the South East, we reinvest our profits into building more affordable homes and delivering services that make a real difference. We’re a G15 housing association with a strong social purpose.
Key Responsibilities
- Lead the Neighbourhoods Pilot Programme, overseeing delivery across multiple patches and ensuring high-quality, customer-focused services.
- Recruit, coach, and inspire a team of Tenancy Partners, building a high-performing and inclusive culture.
- Monitor and evaluate pilot outcomes through data, dashboards, and customer feedback to shape future service design.
- Drive operational excellence in tenancy management, neighbourhood services, and digital adoption, ensuring efficiency and great customer experiences.
- Act as the link between strategy and delivery – engaging with senior stakeholders, community partners, and residents to put co-creation and collaboration at the heart of the pilot.
More about you
- CIH Level 4 qualification (or willingness to work towards) and ideally a change/project management qualification.
- Proven experience in housing or customer service leadership, ideally in a regulated environment.
- Experience in service transformation, pilot programmes, or change management.
- Full UK driving licence and ability to travel across our operating area.
- Inspiring leadership & resilience – able to motivate teams, build trust, and navigate change with confidence and composure.
- Strategic & analytical thinking – balances big-picture planning with operational delivery, using data and insights to drive improvement.
- Collaboration & communication – skilled at 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.
Choosing us
As an employee of A2Dominion, we offer flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. We provide a wide range of staff benefits, including:
- 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Investment in your learning and development
- Generous annual allowance of up to £300 for health and lifestyle benefits
Inclusion at A2Dominion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process – just contact our Resourcing Team at resourcing@a2dominion.co.uk
We know some people may hesitate to apply unless they meet every requirement. If that’s you, we’d still encourage you to apply – or get in touch with us to talk it through.
At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
The role closes on 21st September 2025, we reserve the right to close this role upon appointment of the right candidate.
Role details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Other, Management, and Project Management
- Industries: Non-profit Organizations, Housing and Community Development, and Housing Programs
Application notes: Referrals increase your chances of interviewing at A2Dominion Group. Get notified about new Community Manager jobs in Staines-Upon-Thames, England, United Kingdom.
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Customer & Community Pilots Manager employer: A2Dominion Group
Contact Detail:
A2Dominion Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer & Community Pilots Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing and community development sectors. Attend local events or webinars where you can meet people from A2Dominion or similar organisations. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for the interview by researching A2Dominion's values and recent projects. Show us that you understand their mission to create homes and communities people love. Tailor your answers to reflect how your experience aligns with their goals.
✨Tip Number 3
Practice your leadership stories! As a Customer & Community Pilots Manager, you'll need to inspire and motivate teams. Think of examples where you've successfully led change or improved customer service, and be ready to share them during your interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your enthusiasm for the role and the organisation. Let’s get you one step closer to landing that dream job!
We think you need these skills to ace Customer & Community Pilots Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer & Community Pilots Manager role. Highlight your relevant experience in housing or customer service leadership, and show us how you can inspire teams and drive change.
Showcase Your Skills: We want to see your strategic and analytical thinking in action! Use specific examples from your past roles to demonstrate how you've used data and insights to improve services and outcomes for customers.
Be Authentic: Don’t be afraid to let your personality shine through in your application. We value diversity and want to know what makes you unique. Share your passion for community engagement and how you can contribute to our mission.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it’s super straightforward!
How to prepare for a job interview at A2Dominion Group
✨Know the Neighbourhoods Pilot Programme
Familiarise yourself with the Neighbourhood Pilots and how they aim to transform customer service. Be ready to discuss how you can lead this initiative and improve community engagement, as this will show your genuine interest in the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past, especially in housing or customer service. Highlight your ability to inspire and motivate others, as well as how you’ve navigated change effectively.
✨Data-Driven Decision Making
Brush up on your analytical skills and be prepared to discuss how you’ve used data to drive improvements in previous roles. This is crucial for monitoring pilot outcomes and shaping future service design.
✨Engage with Stakeholders
Think about how you would engage with various stakeholders, including senior management and community partners. Prepare to share strategies for building strong partnerships and fostering collaboration, as this is key to the role.
