Head of Customer Voice (£72,000 per annum, full-time, hybrid)
Job Role
We’re looking for a dynamic Head of Customer Voice to lead the strategic direction and delivery of resident involvement and our handling of complaints and complex cases across the organisation.
As Head of Customer Voice, you will lead on the delivery of a customer-centric service that focuses on understanding and enhancing the customer journey, while ensuring effective performance of service delivery and providing assurance of achieving high tenant satisfaction across West Kent. You will ensure the customer's voice is at the heart of the organisation, driving strategic decisions and service improvements based on customer insights and feedback.
You will also be responsible for leading how we deal with complaints, ensuring we are compliant with the Housing Ombudsman Code, as well ensuring we learn from our mistakes and improve our services.
You’ll lead a talented team and work closely with senior leaders to deliver improvements to services in conjunction with our customers.
We’re looking for someone who:
Has significant experience in a customer focussed senior leadership role within a regulated sector like a housing association, and has a passion for making a difference to customer
Has a successful track record of developing and delivering long term, integrated strategies in collaboration with others
Can lead and inspire a high performing team and foster a culture of creativity, collaboration and continuous improvement
Shares and models our values About Us
At West Kent we’re passionate about the role a housing association can play in society and believe the values of an organisation are what makes it special. Our vision is to deliver great places to live and space for people to grow. We want our customers to have a positive experience regardless of who they are, where they live or how and when they choose to interact with us.
Our values guide us to how we do things from delivering on our promises, working with honesty, integrity, and flexibility, showing compassion and self-awareness, as well as a commitment to learning and equally important working hard and having fun.
Benefits
We offer a great package - generous pension and life cover, health cash plan, flexible leave package which includes an additional three days leave for our Christmas closure, paid time off to volunteer and an annual grant to support your wellbeing. Please see our website for more details about our benefits package.
Application Information
Equality, Diversity, and Inclusion are central to everything we do, and we encourage applications from people from all backgrounds, especially those from underrepresented groups, as we continue our journey of growth and transformation.
We will only consider applications submitted with a full CV (no longer than 3 pages) and completed application form.
You can access the full job description on our website.
Advert Closing Date: 9am on 31 August 2025
Interview date is to be confirmed. Please check our website for updated information on the date of interviews