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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