Job Description
About the organisation
A major housing provider across West and North Norfolk, managing several thousand homes and investing in affordable housing. They are community-focused and values-driven, delivering safe, high-quality homes and services. Their work includes property management, customer experience, community engagement and local partnership initiatives. With over 200 colleagues and a multi-million-pound turnover, they play a vital role in improving housing quality and community wellbeing across the region.
The role
A senior leadership role for someone passionate about customer experience, community impact and service improvement.
As Head of Customer and Communities, you will work with the senior leadership team to shape strategy, enhance customer journeys, modernise services and lead teams covering customer experience, complaints, community engagement and neighbourhood support. You will strengthen how the organisation listens to customers, responds with fairness, supports vulnerable residents and ensures services are modern, accessible and transparent. You will champion organisational values, inspire teams and influence decisions to keep customer voice central to service design.
Key responsibilities
Leadership and culture• Provide visible, values-led leadership.• Empower teams to deliver fair, transparent, high-quality experiences.• Embed a culture of empathy, inclusion and continuous learning.
Customer experience transformation• Improve customer journeys using insight and feedback.• Strengthen consistency, communication quality and satisfaction.• Ensure customers feel listened to and well-informed.
Community engagement and neighbourhood support• Lead initiatives that promote safety, resilience and wellbeing.• Support tenancy sustainment and build strong local partnerships.• Drive community projects that help customers thrive.
Operational oversight• Oversee customer experience, complaints, engagement and community teams.• Ensure strong performance standards, compliance and effective case resolution.• Use complaints and feedback to support improvement.
Innovation and digital transformation• Champion modern, inclusive and accessible contact routes.• Support digital projects that improve efficiency, insight and transparency.
Strategic influence• Act as a senior ambassador for customer and community issues.• Ensure customer insight informs organisational priorities and decision-making.
What we’re looking for• Senior leadership experience in customer-focused, community-based or regulated services.• Ability to lead diverse teams, manage risk and drive high performance.• Strong communication and relationship-building skills.• Experience resolving complex issues with empathy and clarity.• Values-driven approach with commitment to fairness, inclusion and improvement.• Ability to use data, insight and feedback to shape services and outcomes.
What’s in it for you• Generous holiday entitlement rising with service.• Hybrid working.• Employee discounts and wellbeing support.• Enhanced family, carer and charitable leave.• Pension contributions up to 12 percent.• Health and wellbeing benefits including GP access, physio and counselling.• Professional development support.• Additional perks including gym discounts, eye care vouchers, paid parking and loyalty rewards.