Head of Home Experience

Location: Hybrid/London

Salary: £67,820 - £84,776 per annum plus £5,000 car allowance

Hours: 36 per week

Contract Type: Permanent

Latimer by Clarion Housing Group delivers sustainable, affordable homes and builds communities across the UK. We are the development arm of Clarion Housing Group, a business for social purpose. This means we reinvest any surplus in providing affordable housing and developing communities.

As Head of Home Experience, you will take ownership of the entire move-in journey, ensuring every customer steps into a high-quality home and enjoys a smooth experience and a snag and defect-free home. Working closely with our Sales & Delivery teams and managing agents, you will:

• Ensure homes meet the highest quality standards at handover and are ready for customer occupation
• Put the right controls and systems in place to resolve defects quickly and effectively within the first 28 days, with a smooth handover to the Customer Care team
• Strengthen collaboration across teams to deliver consistency across every development
• Drive measurable improvements in customer satisfaction and long-term trust, helping to maintain 5* status
• Manage the team for complaints and escalations

This role is a fantastic opportunity to broaden your impact across Latimer, influence at a senior level and shape how we deliver excellence at scale.

What you will bring:

• A strong focus on Customer Experience and passion for 5* service
• Significant experience leading and developing large, high-performing teams
• Experience within a new-build environment, including shared ownership and/or private sale tenures at the point of handover and occupation
• A strong understanding of new-build development processes, contracts and employers' requirements
• A track record of working collaboratively across departments to deliver tangible service improvements
• Experience in complaint management and reporting

Most importantly, you will bring a deep understanding of our values, our customers and how we work at Clarion and a passion to raise the bar continuously.

If you are ready to take the next step in your career by joining Clarion to lead from the front and shape a standout home experience for our residents, we would love you to apply.

Salaries are just the starting point. Here at Clarion, we are dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle.

If this sounds like an opportunity for you, then please review the full role profile and behaviours before applying.

Closing Date: Wednesday 18th March 2026 at midnight.

This is a hybrid role with a base location at Greater London House; candidates will be expected to work from the office at least 2 days per week. Applicants must be able to travel across the region as required. You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment. This vacancy may close without notice.

Diversity and Inclusion: We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks. We are committed to building a strong, diverse workforce and making Clarion an inclusive place to work.