Job Description
Please read the following job description thoroughly to ensure you are the right fit for this role before applying.
A fantastic opportunity has emerged for a Head of Resident Experience to join the housing department at one of Adecco's key public sector clients in a full time (36 hours per week, Monday to Friday) interim assignment.
Working hybridly (3 days each week) our client's West London office, this role reports into the Assistant Director of Landlord Services and will line manage a Resident Engagement Manager and the Complaint Resolution Manager. The role has been moved from Asset Management into Landlord Services and re-profiled and is critical to delivering the organisation's Regulator of Social Housing improvement plan. The aim is to improve performance and progress towards a C1 rating.
Key Responsibilities:
- Lead Resident Engagement and Complaints
- Act as lead for two regulator-linked improvement projects:
- Resident engagement
- Customer access
- Drive delivery of the improvement plan with tight deadlines.
- Establish a culture of continuous improvement and innovation by developing and implementing key changes.
- Engage with community stakeholders and partners, ensuring collaboration and co-creation on joint initiatives and integrating community and partnership working into service planning and delivery.
- Being responsible and accountable for managing the budget, involving finance teams early, ensuring compliance with financial and procurement procedure rules, policies and processes, and proactively managing risks and overspends, and maximising income, funding opportunities and efficiencies.
- Foster effective communication with all service staff, ensuring they are well-informed.
- Draft comprehensive reports, briefing notes, and presentations, support audits and committee meetings with detailed information and analysis and collaborate with the Assistant Director to ensure all documentation meets organisational standards and aids decision-making.
- Build strong relationships across the organisation (e.g. IT, performance teams).
- Provide strategic leadership to a small resident engagement team and strengthen its direction.
- Support recruitment within the team.
- Attend monthly meetings with the regulator (online).
Ideal Candidate Profile:
- Strong experience in social housing, particularly resident engagement and customer experience.
- Proven head-of-service or senior leadership experience.
- Able to operate at pace, bring structure, and add value quickly.
- Extensive knowledge and in-depth understanding of resident engagement, driving customer excellence, performance management, and delivering high-quality resident services.
- Proven ability to lead, manage, and motivate teams, ensuring high performance and effective service delivery.
- Demonstrable commitment to improving customer satisfaction for residents.
- Excellent verbal and written communication skills for effective interaction with internal and external stakeholders.
- Strong data management, analytical, and problem-solving skills to address complex operational issues, with experience of using data analytics and reporting tools.
- Experience of undertaking detailed performance monitoring on key compliance metrics, analysing data to identify trends, strengths, and areas for improvement, and contributing to long-term planning and strategy.
- Understanding of how to support strong and compliant procurement delivery and commercial management.
- Ability to provide thorough culture change, training, and ongoing support to staff to ensure they understand and adhere to strong customer and compliance-focused behaviours, developing a culture of accountability.
- Able to demonstrate commitment to driving continuous improvement. xwzovoh
Only applicants who feel they meet the above criteria and who can interview in early/mid-May 2026 need apply.