Job Title
Head of Resident Experience
Location
Perceval House, Ealing
Directorate and Department
Housing & Environment, Landlord Services
Contract Details
* Type: Temporary
* Pay: £450 per hour day Umbrella
* Location: Perceval House, Ealing
* Working Arrangements: Hybrid - 2 days per week from home
* Hours: Full time, 35 hours per week (Monday to Friday)
About the Role
The Head of Resident Experience will lead strategic and operational delivery across resident engagement and complaints, ensuring services are responsive, compliant, and continuously improving. You will play a key role in shaping the customer journey, enhancing service delivery, and ensuring high levels of tenant satisfaction.
Key Responsibilities
* Lead and manage Resident Engagement and Complaint Resolution teams to deliver a customer‑centric service
* Ensure complaints are resolved within agreed timeframes, driving service improvements based on feedback and insights
* Monitor and analyse service performance data, identifying trends and implementing improvements
* Provide strategic leadership, fostering a culture of continuous improvement and excellence
* Lead on resident engagement initiatives, ensuring inclusivity and meaningful participation
* Develop and implement strategies to enhance customer experience and meet regulatory standards
* Oversee Tenant Satisfaction Measures and deliver associated improvement plans
* Manage budgets, ensuring financial compliance and value for money
* Build strong relationships with internal teams, stakeholders, and community partners
* Ensure compliance with legislation, policies, and safeguarding requirements
* Prepare reports, briefings, and presentations for senior leadership and stakeholders
* Lead on risk management, business continuity, and service resilience planning
Key Requirements
* Extensive experience in resident engagement, customer experience, or housing services
* Proven leadership experience managing and motivating teams
* Strong understanding of performance management, data analysis, and service improvement
* Excellent communication and stakeholder management skills
* Experience working within a regulatory or compliance‑driven environment
* Ability to drive cultural change and continuous improvement
* Knowledge of housing legislation, consumer standards, and best practice
* Degree‑level education or equivalent experience
* Housing qualification (Level 5 CIH or equivalent) or willingness to work towards
Additional Information
* This role is subject to a Disclosure and Barring Service (DBS) check
* Ealing Council is committed to safeguarding and promoting the welfare of children and vulnerable adults
* The role requires collaboration with a wide range of internal and external stakeholders, including residents, community groups, and regulatory bodies
Equal Opportunities
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
#J-18808-Ljbffr