Head of Customer Experience

Hexagon is an innovative and responsive housing association working in partnership with a range of local authorities to meet housing needs across Southeast London. With a turnover of £40m and 120 staff, Hexagon is continually improving the quality and range of our affordable homes and services.

Reporting to the Operations Director, the new role of Head of Customer Experience will be a key member of our Operations Directorate and Leadership Team. You will lead the development and strategic direction of our Complaints and Customer Services functions ensuring high quality customer-focused services. Championing a culture of accountability, continuous improvement and customer centered service delivery, you will also shape how customers interact with our services.

You will bring a successful track record of managing customer experience services (including a customer contact centre) in social housing or a regulated environment. You will also have experience of transforming poor performing services and using data to identify, implement and measure service improvements as well as a strong track record of developing and delivering financial reporting information and analysis to a range of stakeholders.

This role presents a brilliant opportunity to further your career with a dynamic company that values its staff and provides a work environment that is built on flexibility, empowerment, and a commitment to support you to be the best that you possibly can. If you have a relevant professional or degree level qualification, are driven by great customer service, want to work with a fantastic team, and feel proud of the contribution that you make each day, then we very much want to hear from you.

You will be joining a Great Place to Work accredited organisation with IIP Gold. We will offer you training and supervision to help you achieve your full potential, with an excellent package including private medical insurance, pension scheme with 3 x salary life assurance, flexible hybrid working - 2 days per week office based, and 26 days annual leave rising one day per year to 31 days.

To download a Job Pack and Application form please visit our website hexagon.org.uk No agencies

Closing Date for applications - Monday 25th May 2026

Stakeholder Panel (online) - Thursday 4th June 2026

Interviews will be held in person on Tuesday 9th June 2026

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