At a Glance
- Tasks: Lead Peabody’s strategy for resident experience and service improvement.
- Company: Join Peabody, a leading housing organisation committed to community impact.
- Benefits: Enjoy flexible benefits, generous pension contributions, and paid volunteering days.
- Other info: Be part of a values-driven team focused on diversity and inclusion.
- Why this job: Shape the future of resident experience and drive meaningful change.
- Qualifications: Proven senior leadership experience in complex, regulated environments.
The predicted salary is between 43200 - 72000 £ per year.
Location: London (Westminster Bridge Road)
Hours per week: 35 hours
We’re seeking an exceptional and influential Director of Customer Resolution to lead Peabody’s organisation‑wide 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 organisation‑wide 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 performance‑led, agile, value‑for‑money culture that strengthens accountability, efficiency and service quality.
- Lead, develop and empower high‑performing 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 multi‑disciplinary 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 long‑term approach to resident experience, strengthen regulatory confidence, and deliver improvements that genuinely matter to the people who live in our homes.
What We Offer
- Two paid volunteering days each year
- Flexible benefits scheme, including family‑friendly benefits 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.
Interview Dates: Interviews will take place on 16th March 2026 in person, Westminster Bridge Road. If you have any questions about this role, please contact Talent Specialist Victoria Wilson at victoria.wilson1@peabody.org.uk. We may close this advert early depending on the number of high‑quality applications received. 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 employer: Peabody
At Peabody, we pride ourselves on being an exceptional employer that fosters a supportive and inclusive work environment. As a Digital Marketing Executive, you'll have the opportunity to contribute to meaningful marketing campaigns that enhance the customer journey in the new homes sector across London and the Home Counties. With flexible benefits, additional volunteering days, and a strong commitment to employee growth and diversity, Peabody is dedicated to empowering its team members to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Resolution
✨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.
✨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.
✨Tip Number 3
Practice your pitch! Be ready to articulate your vision for enhancing resident experience and handling complaints effectively. We want to hear how you would drive transformation and foster a culture of continuous improvement at Peabody.
✨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 you’re serious about joining Peabody and making a difference in the community.
We think you need these skills to ace Director of Customer Resolution
Some tips for your application 🫡
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 our values and the specific requirements of the job.
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 clear about your vision for enhancing resident experience and how you plan to drive transformation at Peabody. We’re looking for passion and insight!
Showcase Your Leadership Style:In your application, give us a glimpse of your leadership style. We value collaboration and accountability, so share examples of how you've empowered teams and driven performance improvements in previous roles. This will help us see how you can lead at Peabody.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re serious about joining our team and shaping the future of resident experience at Peabody.
How to prepare for a job interview at Peabody
✨Know the Organisation Inside Out
Before your interview, make sure you thoroughly research Peabody. Understand their values, mission, and recent initiatives related to resident experience and service improvement. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Given the nature of the Director of Customer Resolution role, expect scenario-based questions that assess your problem-solving skills and leadership style. Think of specific examples from your past experiences where you've successfully handled complaints or driven service improvements, and be ready to discuss them.
✨Showcase Your Leadership Style
This position requires a collaborative yet authoritative approach. Be prepared to articulate your leadership philosophy and how it aligns with Peabody’s values. Share examples of how you've empowered teams and fostered a culture of accountability and continuous improvement.
✨Engage with Regulatory Knowledge
Since the role involves compliance and engagement with regulators, brush up on relevant regulations and the Complaint Handling Code. Demonstrating your understanding of these areas will highlight your readiness to take on the responsibilities of the role and reassure the interviewers of your expertise.
