Head of Customer Experience Lead customer experience, resident engagement and communications in a senior housing role, using insight, complaints learning, stakeholder engagement and service improvement to shape inclusive, high-quality services for residents.
If you’ve also worked in the following roles, we’d also like to hear from you: Director of Resident Services, Head of Resident Engagement, Head of Customer Insight, Head of Communications, Resident Experience Manager, Head of Customer Service, Customer Experience Director, Customer Experience Manager
SALARY:
£69,762 per annum + Benefits
LOCATION:
Evesham, Worcestershire (with travel to other sites)
JOB TYPE:
Full-Time, Permanent
WORKING HOURS:
37 hours per week
JOB OVERVIEW We have a fantastic new job opportunity for a Head of Customer Experience to lead and continuously enhance customer service, engagement, communications and resident influence across homes and communities.
Working closely with the Executive Director – Customer, you will develop and deliver an organisation‑wide Customer Experience Strategy aligned to corporate objectives and regulatory standards, including the Consumer Standards of the Regulator of Social Housing.
As the Head of Customer Experience you will play a key role in shaping corporate direction, embedding resident voice in decision‑making and improving customer satisfaction, trust and outcomes.
This is an excellent opportunity for a strategic leader who is passionate about service improvement, innovation and positive change at senior level.
DUTIES
Set Strategic Direction:
Lead the development and delivery of a comprehensive Customer Experience Strategy aligned to corporate objectives and regulatory requirements
Champion Resident Voice:
Ensure customer insight, feedback, complaints learning and performance data inform decision‑making, policy development and service delivery
Drive Service Improvement:
Translate insight and data into measurable improvements in customer satisfaction, service quality and outcomes
Lead Engagement and Scrutiny:
Oversee resident engagement, scrutiny and co‑design activities in line with statutory guidance and best practice
Oversee Customer Contact Services:
Ensure efficient, high‑quality, omni‑channel access and consistent service standards across all customer touchpoints
Lead Communications Strategy:
Manage internal and external communications, maintaining organisational reputation and delivering clear, accessible messaging
Promote Digital Innovation:
Champion digital solutions that enhance customer access and encourage use of online services
Build Strong Relationships:
Develop effective partnerships with colleagues, residents, stakeholders and external partners
Ensure Compliance and Governance:
Maintain compliance with housing regulation, internal policies, audit requirements and risk management frameworks
Manage Budgets:
Oversee directorate budgets, ensuring value for money and effective financial planning and forecasting
Contribute to Leadership:
Play an active role in strategic planning, corporate governance and organisational leadership as part of the senior leadership team
CANDIDATE REQUIREMENTS
CIH Level 5 qualification (or equivalent)
Strong track record of delivering high‑performing, customer‑focused services
Experience using customer insight, complaints learning and data to drive service improvements
Strong understanding of housing regulatory requirements, including resident engagement and consumer regulation
Experience leading communications, reputation management or customer engagement functions
Proven ability to motivate, develop and inspire teams
Excellent written and verbal communication, including report writing and presenting to senior stakeholders
Ability to analyse data, manage risk and deliver strategic outcomes
Experience implementing or championing digital solutions to improve customer experience
Demonstrable commitment to organisational values and customer excellence
Commitment to ongoing professional development
BENEFITS
Supportive, collaborative and inclusive working environment
Flexible and modern working arrangements
Competitive salary and benefits package
Opportunities for professional development and career progression
The chance to make a visible impact on customers and communities
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