Head of Customer Experience
Lead customer experience, resident engagement and communications in a senior housing role, using insight, complaints learning, stakeholder engagement and service improvement to shape inclusive, high-quality services for residents.
If you’ve also worked in the following roles, we’d also like to hear from you: Director of Resident Services, Head of Resident Engagement, Head of Customer Insight, Head of Communications, Resident Experience Manager, Head of Customer Service, Customer Experience Director, Customer Experience Manager
SALARY: £69,762 per annum + Benefits
LOCATION: Evesham, Worcestershire (with travel to other sites)
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 37 hours per week
JOB OVERVIEW
We have a fantastic new job opportunity for a Head of Customer Experience to lead and continuously enhance customer service, engagement, communications and resident influence across homes and communities.
Working closely with the Executive Director – Customer, you will develop and deliver an organisation-wide Customer Experience Strategy aligned to corporate objectives and regulatory standards, including the Consumer Standards of the Regulator of Social Housing.
As the Head of Customer Experience you will play a key role in shaping corporate direction, embedding resident voice in decision-making and improving customer satisfaction, trust and outcomes.
This is an excellent opportunity for a strategic leader who is passionate about service improvement, innovation and positive change at senior level.
DUTIES
- Set Strategic Direction: Lead the development and delivery of a comprehensive Customer Experience Strategy aligned to corporate objectives and regulatory requirements
- Champion Resident Voice: Ensure customer insight, feedback, complaints learning and performance data inform decision-making, policy development and service delivery
- Drive Service Improvement: Translate insight and data into measurable improvements in customer satisfaction, service quality and outcomes
- Lead Engagement and Scrutiny: Oversee resident engagement, scrutiny and co-design activities in line with statutory guidance and best practice
- Oversee Customer Contact Services: Ensure efficient, high-quality, omni-channel access and consistent service standards across all customer touchpoints
- Lead Communications Strategy: Manage internal and external communications, maintaining organisational reputation and delivering clear, accessible messaging
- Promote Digital Innovation: Champion digital solutions that enhance customer access and encourage use of online services
- Build Strong Relationships: Develop effective partnerships with colleagues, residents, stakeholders and external partners
- Ensure Compliance and Governance: Maintain compliance with housing regulation, internal policies, audit requirements and risk management frameworks
- Manage Budgets: Oversee directorate budgets, ensuring value for money and effective financial planning and forecasting
- Contribute to Leadership: Play an active role in strategic planning, corporate governance and organisational leadership as part of the senior leadership team
CANDIDATE REQUIREMENTS
- CIH Level 5 qualification (or equivalent)
- Strong track record of delivering high-performing, customer-focused services
- Experience using customer insight, complaints learning and data to drive service improvements
- Strong understanding of housing regulatory requirements, including resident engagement and consumer regulation
- Experience leading communications, reputation management or customer engagement functions
- Proven ability to motivate, develop and inspire teams
- Excellent written and verbal communication, including report writing and presenting to senior stakeholders
- Ability to analyse data, manage risk and deliver strategic outcomes
- Experience implementing or championing digital solutions to improve customer experience
- Demonstrable commitment to organisational values and customer excellence
- Commitment to ongoing professional development
BENEFITS
- Supportive, collaborative and inclusive working environment
- Flexible and modern working arrangements
- Competitive salary and benefits package
- Opportunities for professional development and career progression
- The chance to make a visible impact on customers and communities
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