Head of Resident Experience Birmingham Circa £66,003 per annum Full time Main Purpose of the Role The Head of Resident Experience will lead the organisations approach to delivering high-quality customer services that meet the diverse needs of our residents. This role is pivotal in developing and overseeing resident engagement and developing insight that not only complies with regulatory standards but also maximises resident satisfaction. As Concepts resident champion, you will ensure the organisation gains meaningful insight into residents needs and incorporates their views into service development and delivery. As the Head of Resident Experience, you will also lead the relationship with the Housing Ombudsman, ensuring a compliant, high quality, resident centric complaints service is in place. A key responsibility of the role will be to drive the digital transformation of resident services, leveraging technology to enhance efficiency and outcomes. As the Head of Resident Experience, you will inspire and lead your team to deliver exceptional performance, while ensuring that team members possess the necessary skills to meet our residents expectations.