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Customer Operations Director

Head Office, Winchester

PegasusLife & Helicon

Who We Are

The PegasusLife Group is a business on a mission to fundamentally change the way retirement property is understood and delivered in the U.K. We believe that the current sector is not doing enough to meet the expectations of people in this country. That’s why we strive to make all our projects unique, relevant and inspiring, from the day we first discover a site, to moving day, and beyond. Each development is uniquely designed to give people an experience based on what matters to them. It is ‘Retirement Living, but not as you know it’.


We are a fast moving, sector changing, highly creative company. We have brought together leading experts in their field to be part of the PegasusLife team. We work together to meet our objectives and to deliver our mission. Thanks to their shared vision, Renaissance Retirement became part of the PegasusLife Group in 2017.


The Role

Helicon is the part of the PegasusLife Group providing property management. Our Customer Experience and Estates Management teams take great care of our developments to ensure that our owners enjoy the high standards of quality and service that we advocate.


The Customer Operations Director will create, shape, develop and oversee the implementation of the PegasusLife group operation from the moment new sites are acquired, through design development, handover, mobilisation and post-occupancy including estates management - to deliver our customers a great customer experience.


This role will bring focus to what happens both pre and post construction, helping create social enterprises – bringing our customers together to create strong communities within each development, thereby helping to create enhanced customer experiences not found elsewhere in this sector. A key part of realising this aim will be close partnerships with our outsourced providers, overseeing the relationships and ensuring that SLA’s are met.


The Person

The successful candidate will come from a hospitality and or FM/property background and be able to demonstrate an exceptional understanding of customer service in a fast-paced operational role. You’ll have previous experience in a senior leadership role with a number of direct and indirect reports, providing a strategic approach while being comfortable to be involved and to understand what is happening on the ground.

Specific skills, qualifications and experience required for this role include:

  • Educated to degree level or equivalent and experienced in Hospitality, FM/Property or other relevant subject
  • A full driving license
  • Extensive customer-focused operations experience
  • Demonstrable track record in customer experience including designing and creating successful customer experience functions strategically and operationally
  • Experience at a senior level within an organisation at functional/head of department level
  • Previous experience of managing outsourced providers and service provisions (for example, catering, out of hours support, FM etc.)
  • Understanding of property service charging advantageous
  • Project management skills
  • Excellent communication skills, both verbal and written
  • An exceptional team player and leader

A full role profile is available upon request.


Location, Salary & Benefits

This role comes with a competitive basic salary, car allowance and bonus, alongside a benefits package including enhanced annual leave, life assurance, private medical insurance, Healthshield, and a contributory pension.

It will be based from our Head Office in Winchester, although there will be frequent travel to our other offices and developments.


How To Apply

To apply please email your CV and covering letter to careers@pegasuslife.co.uk by the closing date below. A full role profile is also available upon request.

As an equal opportunities employer, PegasusLife welcomes applications from all sectors of the community.

Closing Date: Friday, 31st May 2019

Strictly no recruitment agencies