Dolphin Living has welcomed Jacqueline England as Customer Services Director. In her role, Jacqueline will manage the end-to-end experience for Dolphin Living's residents, from letting their new home through to vacating the property at the end of the agreement. The creation of this role is testament to our commitment to providing a best-in-class service for its residents, going above and beyond to provide high-quality housing for London's workers on modest incomes. 

Jacqueline will additionally oversee the Westminster Home Ownership Accelerator Scheme, and will look at how to develop and expand the scheme to best support working Londoners get on the housing ladder. 

Jacqueline joins with a wealth of experience in customer service, having worked for over 12 years at M&S. In her final role as Head of Food and Clothing & Home In Store Experience, Jacqueline developed effective strategies, influenced company direction and drove transformation. Prior to the role, Jacqueline honed her experience with roles including Head of Customer Service Improvement & Change and Senior Customer Experience Manager at M&S.

Jacqueline's involvement in Customer Experience with one of UK's largest retailers will be invaluable as Dolphin Living looks to set a new precedence in resident engagement, reviewing the customer journey throughout the tenancy and stepping up to provide additional support to residents affected by the pandemic and cost of living crisis. Bringing a unique perspective to the industry, Jacqueline is passionate about championing the needs of the customer and working continually to improve their experience. 

Olivia Harris, Chief Executive, said: 

Jacqueline brings a wealth of relevant experience to Dolphin Living and her arrival is paramount to the continued evolution of our resident engagement programme.

With the cost of living crisis compounding the financial pressures many experienced during the pandemic, we need to step up to support our residents and ensure they are able to continue to live in a Dolphin Living home near to their place of work. Jacqueline will support us in enhancing our level of communication and supporting our residents in whichever way is best for them. 


Jacqueline England, Customer Services Director, said:

Driving commercial growth through great customer interactions is something that has always been essential to my role and I'm excited to join Dolphin Living and apply my learnings from a career in retail to the residential sector. 

The charity has gone from strength to strength over the last few years and I'm looking forward to working with the team to create high quality homes for working Londoners with excellent levels of service.