Head of Customer Experience & Tenant Engagement

Habinteg; Leeds; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

Habinteg is seeking an experienced Customer Experience Manager to lead the strategy and delivery of customer services, experience, insight, complaints and tenant engagement. You will champion a customer-focused culture and ensure tenant feedback shapes strategy, services and continuous improvement.

You will direct teams, oversee budgets and build strong relationships with tenants, Board members and regulators to drive accessible, responsive services and high standards of governance.

Qualifications

• Degree-level education or equivalent relevant qualification or work experience.
• Evidence of continuing learning and development and current professional behaviours.
• Community and tenant engagement experience with evidenced outcomes.
• Experience establishing partnerships, leading teams and delivering excellent customer services.
• Knowledge of inclusive practice, the Housing Ombudsman Complaint Handling Code and relevant regulatory requirements.
• Experience managing complaints, analysing trends and implementing service improvements.
• Experience assessing and evidencing staff competence and conduct through learning, appraisal and performance management.
• Ability to assure service-provider competence and conduct and enable meaningful tenant scrutiny.
• An approved Level 4 housing management qualification, or commitment to work towards one within the applicable regulatory transition period where the post is confirmed as an in-scope Senior Housing Manager.
• Experience delivering community-based projects or working in social housing.
• Experience using digital communication to improve access, engagement and customer service.

Responsibilities

• Contribute as a Leadership Team member to corporate strategy, business plans, organisational objectives and change programmes.
• Lead Habinteg’s strategies for customer services, customer experience, customer insight, complaints and tenant engagement.
• Champion customer-centred decision-making, accessibility and customer ownership across the organisation.
• Use satisfaction data, complaints, feedback, scrutiny and performance to shape priorities and service improvement.
• Lead customer journey improvement, perception surveys, transactional feedback and a robust customer insight framework.
• Oversee accessible customer contact services and complaint handling in line with consumer standards and the Housing Ombudsman Complaint Handling Code.
• Provide assurance reports to the Executive Team and Board on satisfaction, complaints, engagement, performance and compliance.
• Lead, develop and assess customer-facing teams, addressing competence, conduct and performance fairly and effectively.
• Manage budgets, resources and service-provider assurance to achieve strategic objectives and excellent outcomes.
• Build strong relationships with tenants, senior leaders, Board members, regulators, sector bodies and delivery partners.

Skills

Customer experience

Leadership

Stakeholder management

Data analysis

People management

Budget management

Education

Degree-level education

Level 4 housing management qualification

Job description

Habinteg is seeking an experienced Customer Experience Manager to lead the strategy and delivery of customer services, experience, insight, complaints and tenant engagement. You will champion a customer-focused culture and ensure tenant feedback shapes strategy, services and continuous improvement.

You will direct teams, oversee budgets and build strong relationships with tenants, Board members and regulators to drive accessible, responsive services and high standards of governance.