Head of Customer (Experience & Operations)
đź“Ť London | Office-based
đź’° ÂŁ50,000-ÂŁ60,000 + bonus
Working with a fast-growing, mission-led property business that’s genuinely trying to do things differently within the housing space.
They’ve built a strong reputation by transforming vacant buildings into affordable homes for young professionals, creatives and key workers across London and the South East. The business has grown organically, now managing 750+ homes, with a huge focus on customer experience, operational quality and community.
This role sits at the heart of the customer operation and would suit someone who combines:
* Strong operational leadership
* Commercial awareness
* Customer experience focus
* Community-building mindset
* Calmness under pressure
* Ability to thrive in a scaling environment
You’d be responsible for:
* Driving occupancy and conversion performance
* Managing the day-to-day customer operation
* Improving processes and service delivery
* Handling escalations and complex cases
* Building stronger resident engagement and belonging
* Owning key operational KPIs
* Improve the customer experience and be the customer champion
Ideal backgrounds could include:
* Property
* Hospitality
* Build-to-rent
* Membership/community businesses
* Customer operations
* Resident experience
* High-growth operational environments
* Been the champion of the customer journey (a must).
The business offers a strong culture, long-term progression and a genuinely people-first environment alongside benefits including bonus, enhanced holiday, paid sabbatical, wellness initiatives and regular team events.
Drop me a message if you’d like more information or a confidential conversation.