Head of Customer Resolution

We’re looking for an exceptional Head of Customer Resolution to provide strategic leadership, performance oversight and operational excellence across Peabody’s regional resolution services. This is a highly influential senior role, responsible for ensuring that resident concerns, complaints, Member enquiries and executive correspondence are resolved fairly, consistently and in full alignment with statutory and regulatory obligations.

Operating at the centre of regional service delivery, you’ll be a visible and authoritative leader, shaping how we handle cases, manage risk, and drive system-wide improvements. Working closely with Managing Directors, Assistant Directors and senior stakeholders, you’ll ensure that resolution activity not only meets demand but actively improves the resident experience, reduces failure demand and strengthens organisational trust.

This is a pivotal opportunity to lead one of the organisation’s most high-impact service areas, shaping how Peabody responds to residents and embeds learning that improves outcomes across our communities.

What You’ll Lead

• End-to-end leadership of regional resolution services, ensuring clarity of expectations, high-quality delivery and strong operational grip.
• Consistent, fair and high-quality handling of complaints, Member enquiries, MP/Councillor enquiries and executive correspondence.
• Design and implementation of a resilient operating model aligned to fluctuating demand.
• Close collaboration with MDs and ADs to address systemic service failures and drive improved resident outcomes.
• Act as a trusted advisor on resolution performance, reputational risk and emerging trends.
• Use casework and complaint insight to shape regional and organisational service strategies.
• Ensure full compliance with the Housing Ombudsman Complaint Handling Code.
• Provide governance, assurance and oversight across all regional resolution activity.
• Identify risks, patterns and improvements to reduce repeat complaints and failure demand.
• Embed lessons from complaints, Ombudsman decisions and Member feedback into operational delivery.
• Partner with insight functions to translate casework data into improvement activity.
• Drive a culture of accountability, performance and resident-focused service excellence.

What You’ll Need

• Significant senior leadership experience in complaints, customer resolution or casework services at scale.
• Proven success leading managers and geographically dispersed teams.
• Strong regulatory and governance understanding, particularly around complaints and Ombudsman frameworks.
• Experience managing high-risk, high-profile or politically sensitive cases.
• Excellent judgement, decision-making and stakeholder management skills.
• High level of data literacy, with the ability to use insight to drive action.
• Exceptional written and verbal communication skills.

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.

You’ll be joining a mission-driven organisation committed to continually improving resident trust, satisfaction and outcomes.

What We Offer

• 30 days’ annual leave plus bank holidays
• Two paid volunteering days each year
• Flexible benefits scheme, including family-friendly options and access to a discount portal
• 4x salary life assurance
• Up to 10% pension contribution

Please Read Before Applying

Peabody does not provide sponsorship as a licensed UK employer.

Interview Dates: Interviews will take place on 13th May via Teams and a second stage, if successful on 20th May. The 2nd stage will be held face to face at Westminster Bridge Road.

If you have any questions, please contact Talent Specialist Ryan Loasby at ryan.loasby@peabody.org.uk.