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- Tasks: Lead Peabody's strategy for enhancing resident experience and handling complaints.
- Company: Join Peabody, one of the UK's largest housing organisations with a commitment to improvement.
- Benefits: Enjoy 30 days' leave, flexible benefits, and a strong pension contribution.
- Why this job: Make a real difference in residents' lives while shaping organisational culture.
- Qualifications: Proven senior leadership experience in complex, regulated environments.
- Other info: Embrace a culture of kindness, diversity, and continuous improvement.
The predicted salary is between 43200 - 72000 ÂŁ per year.
We're seeking an exceptional and influential Director of Customer Resolution to lead Peabody's organisationâwide approach to resident experience, complaint handling, Ombudsman compliance and service improvement. This is a critical senior leadership role that shapes how we listen to residents, learn from feedback and deliver meaningful, measurable improvements across all operational services.
Reporting directly to the Chief Operating Officer / Deputy CEO, you will set the strategic direction for resident experience, ensure regulatory assurance, and act with delegated authority to hold Directors and Managing Directors to account for performance, compliance and outcomes for residents. Your leadership will be central to strengthening resident trust, organisational accountability and Peabody's regulatory reputation. This is a unique opportunity to drive transformation and embed a culture of learning, insight and continuous improvement across one of the UK's largest housing organisations.
What You'll Do
- Lead Peabody's strategic approach to resident experience, complaints, learning and service improvement.
- Act on behalf of the COO to provide challenge, intervention and assurance where performance, compliance or resident outcomes fall short.
- Serve as Peabody's senior accountable officer for complaint handling and Ombudsman compliance, ensuring full adherence to the Complaint Handling Code.
- Oversee complaint investigations, Ombudsman engagement and order compliance, providing transparent assurance to the Executive Team, Board and Committees.
- Set the organisationâwide framework for resident insight and feedback, ensuring it drives service planning, performance management and investment decisions.
- Embed a robust "listen and act" culture, holding senior leaders accountable for delivering meaningful, measurable improvements.
- Establish and enforce challenging corporate performance standards and KPIs relating to resident experience and complaint handling.
- Champion a performanceâled, agile, valueâforâmoney culture that strengthens accountability, efficiency and service quality.
- Lead, develop and empower highâperforming leadership teams, ensuring strong alignment with Peabody's values and commitment to equality, diversity and inclusion.
What You'll Need
- A proven track record as a senior leader within large, complex and regulated organisations.
- Experience operating as a senior Director, with the ability to influence, challenge and advise at Executive and Managing Director level.
- Significant leadership experience across multiâdisciplinary services with regulatory, reputational and operational risk.
- A strong background in service improvement, performance leadership, cultural change and transformation.
- Confidence in engaging with regulators, Ombudsman services, elected representatives and external stakeholders.
- A collaborative yet authoritative leadership style, with the ability to drive sustained improvement and challenge constructively.
- CIH Level 5 (or willingness to work towards it).
Why join us?
At Peabody, our values guide everything we do: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. In this role, you'll have the autonomy, influence and organisational reach to shape Peabody's longâterm approach to resident experience, strengthen regulatory confidence, and deliver improvements that genuinely matter to the people who live in our homes.
What we offer:
- 30 days' annual leave, plus bank holidays
- Two paid volunteering days per year
- Flexible benefits scheme, including familyâfriendly options and access to a discount portal
- 4x salary life assurance
- Up to 10% pension contribution
Please Read Before Applying
PLEASE NOTE: Peabody does not provide sponsorship as a licensed UK employer.
Closing date: 2nd March 2026 at midnight. Interview dates: Interviews will take place in person on 16th March at Westminster Bridge Road.
If you're ready to shape Peabody's approach to resident experience we'd love to hear from you. Please apply with an anonymised CV and a short statement outlining your suitability.
Director of Customer Resolution in Croydon employer: Peabody
Contact Detail:
Peabody Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Director of Customer Resolution in Croydon
â¨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or related fields. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up in the application process.
â¨Tip Number 2
Prepare for interviews by researching Peabody's values and recent initiatives. Show us how your experience aligns with their mission to improve resident experience and service quality. Tailor your responses to highlight your leadership style and commitment to accountability.
â¨Tip Number 3
Practice your pitch! Be ready to articulate your vision for enhancing resident experience and handling complaints. We want to hear how you would drive transformation and foster a culture of continuous improvement at Peabody.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets noticed. Plus, it shows youâre serious about joining Peabody and making a difference in the community.
We think you need these skills to ace Director of Customer Resolution in Croydon
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV is tailored to the Director of Customer Resolution role. Highlight your leadership experience and any relevant achievements in service improvement and complaint handling. We want to see how your background aligns with what we're looking for!
Craft a Compelling Statement: Your short statement is your chance to shine! Use it to explain why you're the perfect fit for this role. Be specific about your experience and how it relates to enhancing resident experience and driving transformation at Peabody.
Showcase Your Leadership Style: Weâre keen on understanding your leadership style. In your application, mention how youâve led teams in the past, especially in challenging situations. Share examples that demonstrate your ability to influence and drive change effectively.
Apply Through Our Website: Donât forget to apply through our website! Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, it shows youâre serious about joining our team at Peabody!
How to prepare for a job interview at Peabody
â¨Know Peabody Inside Out
Before your interview, make sure you research Peabody thoroughly. Understand their values, mission, and recent initiatives related to resident experience and service improvement. This will not only show your genuine interest but also help you align your answers with their organisational goals.
â¨Prepare for Scenario-Based Questions
Given the nature of the role, expect scenario-based questions that assess your leadership and problem-solving skills. Think of specific examples from your past experiences where you've successfully handled complaints or driven service improvements. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
â¨Showcase Your Collaborative Leadership Style
Peabody values a collaborative yet authoritative approach. Be ready to discuss how you've empowered teams in previous roles and how you plan to foster a 'listen and act' culture. Highlight instances where you've held senior leaders accountable for performance and compliance.
â¨Demonstrate Your Commitment to Continuous Improvement
As a Director of Customer Resolution, your ability to drive transformation is key. Prepare to talk about how you've implemented changes based on feedback and insights. Share your vision for embedding a culture of learning and improvement at Peabody, and how you would measure success in this area.