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 and 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