Head of Resident Experience
Ealing Council offers a full‑time senior position focused on improving resident experience across housing services. The role leads resident engagement, complaints, and service improvement to make services inclusive, responsive and outcome‑driven.
Responsibilities
- Lead resident engagement, ensuring residents can influence and co‑design services.
- Deliver the Resident Engagement Strategy, ensuring engagement reflects our diverse communities.
- Lead the complaints service, improving response times, quality and learning.
- Drive service improvements linked to the Regulator of Social Housing Transparency, Influence and Accountability Standard.
- Use feedback, complaints and satisfaction data to improve services.
- Work with residents and senior leaders to shape the Resident Experience strategy.
- Promote excellent customer service and inclusive practice, strengthening connected communities.
- Monitor performance and report on key indicators.
Qualifications
- Senior leadership experience in customer or resident experience, ideally in the public sector.
- Strong understanding of community engagement and resident‑focused services.
- Excellent communication and stakeholder management skills.
- Experience leading teams and driving organisational change.
- Ability to use data to inform decisions and improve services.
- Knowledge of relevant legislation and frameworks.
- A relevant degree or equivalent experience.
- A Level 5 Housing qualification (or willingness to work towards this).
- Right to work in the UK.
Right to work evidence will be requested at the interview stage.
Ealing Council is committed to equality of opportunity and to being fair and inclusive.
We welcome applications from all residents of the borough, particularly those early or mid‑career professionals who are underrepresented in the workforce.
Please note all applications will be determined on merit.
Contact: Chris Shoubridge, Assistant Director of Landlord Services, cshoubridge001@ealing.gov.uk.
Closing date: 28 June 2026.
Interviews: to be held week commencing 13 July 2026.
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