Head of Customer Experience & Operations

About the role

The company is a fast‑growing, mission‑led property business transforming vacant buildings into affordable homes for young professionals, creatives and key workers across London and the South East. As Head of Customer Experience & Operations you will sit at the heart of the customer function, driving occupancy, conversion and overall resident satisfaction.

Key responsibilities

• Drive occupancy and conversion performance across the portfolio.
• Manage day‑to‑day customer operations, ensuring smooth service delivery.
• Identify and implement process improvements to enhance the resident experience.
• Handle escalations and complex resident cases with a calm, solution‑focused approach.
• Build stronger resident engagement and a sense of community.
• Own and monitor key operational KPIs related to customer service.
• Act as the internal champion for the customer journey.

Required profile

• Strong operational leadership with a track record in high‑growth environments.
• Commercial awareness and ability to align customer initiatives with business goals.
• Deep focus on customer experience and community building.
• Ability to stay calm under pressure and manage multiple priorities.
• Experience scaling operations in property, hospitality, or related sectors.

Required skills

What we offer

• Competitive salary £50,000‑£60,000 plus bonus.
• Enhanced holiday entitlement and paid sabbatical.
• Wellness initiatives and regular team events.
• Strong culture with long‑term progression opportunities.