Customer Experience & Resident Engagement Lead

DigiKape; Sutton; On-site; GBP 45,000 - 60,000; Full time

Job summary

DigiKape is seeking a strategic People & Places Lead (BAND7C) for management to shape the customer experience across housing services. You will lead the Customer Experience, Allocations and Customer Resolutions teams, driving service quality and policy compliance.

The role requires strong leadership, data literacy and collaboration with EMT and SLT to improve resident engagement, equality and inclusion, and value for money while delivering continuous service improvements.

Responsibilities

• Lead Customer Experience (Contact Hub) services, driving quality and empathy in customer care and reputation management.
• Oversee Allocation Services to ensure efficient property letting and compliance with voids standards.
• Head Customer Resolutions to improve complaint handling and communications, aligning with Housing Ombudsman standards.
• Own Resident Engagement throughout complaints and post-complaints processes, maximizing satisfaction.
• Drive Equality, Diversity and Inclusion in the Customer Experience service with EMT and SLT.
• Maintain data sources that capture customer satisfaction; apply strong analytical thinking.
• Lead digital access and self-service improvements to streamline service delivery.
• Collaborate across the organisation to ensure a cohesive customer experience aligned with SHP HOME values.
• Line-manage and coach team leads for development and progression.
• Lead on continuous learning from complaints and sector insights to improve service.

Job description

DigiKape is seeking a strategic People & Places Lead (BAND7C) for management to shape the customer experience across housing services. You will lead the Customer Experience, Allocations and Customer Resolutions teams, driving service quality and policy compliance.

The role requires strong leadership, data literacy and collaboration with EMT and SLT to improve resident engagement, equality and inclusion, and value for money while delivering continuous service improvements.