Location: Hybrid/London
Salary: £67,820 - £84,776 per annum plus £5,000 car allowance
Hours: 36 per week
Contract Type: Permanent
Latimer by Clarion Housing Group delivers sustainable, affordable homes and builds communities across the UK.
We’re the development arm of Clarion Housing Group, a business for social purpose. This means we reinvest any surplus in providing affordable housing and developing communities.
Ready for your next step within Latimer?
As Head of Home Experience, you’ll take ownership of the entire move-in journey, ensuring every customer steps into a high-quality home and enjoys a smooth experience and a snag and defect-free home.
Working closely with our Sales & Delivery teams and managing agents, you’ll:
Ensure homes meet the highest quality standards at handover and read for customer occupation
Put the right controls and systems in place to resolve defects quickly and effectively within the first 28 days, with a smooth handover to the Customer Care team
Strengthen collaboration across teams to deliver consistency across every development
Drive measurable improvements in customer satisfaction and long-term trust, helping to maintain 5* status
Manage the team for complaints and escalations
Enjoy working in a fast-paced operational environment
This role is a fantastic opportunity to broaden your impact across Latimer, influence at a senior level and shape how we deliver excellence at scale.
What you’ll bring:
A strong focus on Customer Experience and passion for 5* service
Significant experience leading and developing large, high-performing teams
Experience within a new-build environment, including shared ownership and/or private sale tenures at the point of handover and occupation
A strong understanding of new-build development processes, contracts and employers’ requirements
A track record of working collaboratively across departments to deliver tangible service improvements
Experience in complaint management and reporting
Most importantly, you’ll bring a deep understanding of our values, our customers and how we work at Clarion and a passion to raise the bar continuously.
If you’re ready to take the next step in your career by joining Clarion to lead from the front and shape a standout home experience for our residents, we’d love you to apply.
Salaries are just the starting point. Here at Clarion, we’re dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle - dive in and find out more here.
If this sounds like an opportunity for you, then please review the full role profile and behaviours before applying – Head of Home Experience and Behaviours & Mandatory Accountabilities OD level 3.
Closing Date: Wednesday 18th March 2026 at midnight.
At Clarion Housing Group, we support the responsible use of AI. Here is your guide to using AI during your recruitment process.
This is a hybrid role with a base location at Greater London House; candidates will be expected to work from the office at least 2 days per week.
Applicants must be able to travel across the region as required.
You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.
This vacancy may close without notice.