Customer & Community Pilots Manager
| Dyddiad hysbysebu: | 08 Medi 2025 |
|---|---|
| Cyflog: | £53,591 i £60,000 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 22 Medi 2025 |
| Lleoliad: | Ealing, West London |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 4 ddiwrnod yr wythnos |
| Cwmni: | A2Dominion |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | req3331 |
Crynodeb
Lead a bold new way of working – shape the future of housing services
Are you passionate about shaping the future of customer and community services? Do you thrive on leading teams, driving transformation, and making a real difference in people’s lives? If so, this could be your next big step.
This autumn, we’re launching Neighbourhood Pilots – the first step in delivering our new Customer & Community Operating Model. This model is designed to simplify services, strengthen relationships, and meet new consumer standards. It puts customers at the heart of everything we do by giving them a single point of contact, more visibility in their communities, and better communication. For colleagues, it means less admin, better tools, and more autonomy to do the right thing.
The Customer & Community Pilot Manager will lead this transformation on the ground.
About us
At A2Dominion, we’re more than a housing provider. We’re a not-for-profit organisation with a clear social purpose: to create homes and communities people love to live in. With over 38,000 homes across London and the South East, we reinvest our profits into building more affordable homes and delivering services that make a real difference. We’re a G15 housing association with a strong social purpose.
Key Responsibilities:
* Lead the Neighbourhoods Pilot Programme, overseeing delivery across multiple patches and ensuring high-quality, customer-focused services.
* Recruit, coach, and inspire a team of Tenancy Partners, building a high-performing and inclusive culture.
* Monitor and evaluate pilot outcomes through data, dashboards, and customer feedback to shape future service design.
* Drive operational excellence in tenancy management, neighbourhood services, and digital adoption, ensuring efficiency and great customer experiences.
* Act as the link between strategy and delivery - engaging with senior stakeholders, community partners, and residents to put co-creation and collaboration at the heart of the pilot.
More about you:
* CIH Level 4 qualification (or willingness to work towards) and ideally a change/project management qualification.
* Proven experience in housing or customer service leadership, ideally in a regulated environment.
* Experience in service transformation, pilot programmes, or change management.
* Full UK driving licence and ability to travel across our operating area.
* Inspiring leadership & resilience – able to motivate teams, build trust, and navigate change with confidence and composure.
* Strategic & analytical thinking – balances big-picture planning with operational delivery, using data and insights to drive improvement.
* Collaboration & communication – skilled at engaging diverse audiences and building strong partnerships across teams, communities, and stakeholders.
* Continuous improvement mindset – open to feedback, adaptable, and focused on delivering better outcomes.
Choosing us is easy
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include.
- 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Flexible working
- Investment in your learning and development
- In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
Inclusion at A2Dominion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at resourcing@a2dominion.co.uk
We know some people may hesitate to apply unless they meet every requirement.
If that’s you, we’d still encourage you to apply - or get in touch with us to talk it through.
At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
The role closes on 21st September 2025, we reserve the right to close this role upon appointment of the right candidate.
Are you passionate about shaping the future of customer and community services? Do you thrive on leading teams, driving transformation, and making a real difference in people’s lives? If so, this could be your next big step.
This autumn, we’re launching Neighbourhood Pilots – the first step in delivering our new Customer & Community Operating Model. This model is designed to simplify services, strengthen relationships, and meet new consumer standards. It puts customers at the heart of everything we do by giving them a single point of contact, more visibility in their communities, and better communication. For colleagues, it means less admin, better tools, and more autonomy to do the right thing.
The Customer & Community Pilot Manager will lead this transformation on the ground.
About us
At A2Dominion, we’re more than a housing provider. We’re a not-for-profit organisation with a clear social purpose: to create homes and communities people love to live in. With over 38,000 homes across London and the South East, we reinvest our profits into building more affordable homes and delivering services that make a real difference. We’re a G15 housing association with a strong social purpose.
Key Responsibilities:
* Lead the Neighbourhoods Pilot Programme, overseeing delivery across multiple patches and ensuring high-quality, customer-focused services.
* Recruit, coach, and inspire a team of Tenancy Partners, building a high-performing and inclusive culture.
* Monitor and evaluate pilot outcomes through data, dashboards, and customer feedback to shape future service design.
* Drive operational excellence in tenancy management, neighbourhood services, and digital adoption, ensuring efficiency and great customer experiences.
* Act as the link between strategy and delivery - engaging with senior stakeholders, community partners, and residents to put co-creation and collaboration at the heart of the pilot.
More about you:
* CIH Level 4 qualification (or willingness to work towards) and ideally a change/project management qualification.
* Proven experience in housing or customer service leadership, ideally in a regulated environment.
* Experience in service transformation, pilot programmes, or change management.
* Full UK driving licence and ability to travel across our operating area.
* Inspiring leadership & resilience – able to motivate teams, build trust, and navigate change with confidence and composure.
* Strategic & analytical thinking – balances big-picture planning with operational delivery, using data and insights to drive improvement.
* Collaboration & communication – skilled at engaging diverse audiences and building strong partnerships across teams, communities, and stakeholders.
* Continuous improvement mindset – open to feedback, adaptable, and focused on delivering better outcomes.
Choosing us is easy
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include.
- 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Flexible working
- Investment in your learning and development
- In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
Inclusion at A2Dominion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at resourcing@a2dominion.co.uk
We know some people may hesitate to apply unless they meet every requirement.
If that’s you, we’d still encourage you to apply - or get in touch with us to talk it through.
At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
The role closes on 21st September 2025, we reserve the right to close this role upon appointment of the right candidate.