Director of Customer Resolution

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

• 30 days’ annual holiday, plus bank holidays
• 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 in person on 16th March at 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.