Head of Resident Experience
We are committed to delivering accessible, high‑quality housing services and building connected communities where residents can shape how services are delivered and feel a strong sense of belonging.
This senior role focuses on improving resident experience across housing services. You will lead resident engagement, complaints, and service improvement to ensure services are inclusive, responsive, and deliver clear outcomes.
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, helping to strengthen 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).
You must have the right to work in the UK; evidence will be requested at the interview stage.
We are committed to equality of opportunity, to being fair and inclusive. We therefore welcome applications from all residents of the borough and applicants who are underrepresented in Ealing’s workforce.
Closing date: 28 June 2026. Interviews: week commencing 13 July 2026.
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