Homeownership Support Hub Manager

As we launch our new Homeownership Support Hub, we're recruiting two Homeownership Support Hub Managers to lead and develop high-performing teams. These pivotal roles will help deliver an outstanding homeowner experience through strong leadership, continuous improvement, and customer-focused service.

About the Role

As Homeownership Support Hub Manager, you'll play a key role in ensuring residents receive efficient, responsive and customer-focused services while helping to embed a culture of proactive engagement and accountability. Working closely with the Head of Homeownership Support Hub and key stakeholders across the organisation, you'll drive service improvements, support operational excellence, and ensure complex queries are effectively triaged to specialist teams.

Key Responsibilities

• Foster a culture of continuous improvement, putting residents at the heart of service delivery.
• Support the development and delivery of training programmes, ensuring advisors have the knowledge, skills and tools required to succeed.
• Drive a first-contact resolution culture, enabling the team to resolve a wider range of homeowner enquiries efficiently and effectively.
• Monitor team performance against KPIs and service targets, taking proactive action where improvements are required.
• Take ownership of improving homeowner satisfaction, particularly in relation to responsiveness, communication and ease of contact.

About You

For both roles, we’re looking for people thrive in a fast-paced environment and embrace change as an opportunity to improve services.

Role 1: This role is ideal for an experienced homeownership professional with broad knowledge across the customer journey. You will act as a subject matter expert, supporting your team with complex enquiries and helping to develop knowledge and capability across the service. You'll bring:

• Extensive experience within a homeownership environment.
• Strong knowledge of homeowner services, including service charges, leasehold and shared ownership matters.
• A well-rounded understanding of homeownership operations and customer enquiries.
• The ability to provide expert guidance and resolve complex resident issues.

Role 2: This role is suited to someone from a customer service, contact centre or operational management background who excels in leading teams in high-volume environments. You'll bring:

• Experience managing customer service operations and complex escalations.
• A strong understanding of performance metrics, workforce planning and resource management.
• Experience using data and insights to drive service improvements and operational efficiency.
• Experience onboarding, coaching and developing new team members to achieve high performance.
• The ability to manage high volumes of customer contact while maintaining excellent service standards.

Why Join Us?

When you join Peabody, you’re joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.

What We Offer

• 30 days’ annual holiday, plus bank holidays
• Flexible benefits scheme, including family friendly benefits and access to a discount portal
• Up to 10% pension contribution
• Professional development and opportunities to broaden your experience

Please read before applying

You must have the right to work in the UK; we are unable to provide visa sponsorship.

We reserve the right to close this advert early if we receive a high volume of suitable applications.

Our Assessment Process

Our fair, inclusive and transparent recruitment process involves a in person interview at our Westminster Bridge Road office on the 17th or 18th September.

If you have any questions about this role, please email Talent Specialist, Charlene at [email removed]