Head Of Resident Experience

Adecco; Ealing; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Adecco Group UK & Ireland is recruiting a Head of Resident Experience on hybrid basis for the Local Authority in Ealing. The role leads resident engagement, service delivery, and complaint resolution to achieve high tenant satisfaction.

You will develop innovations to enhance customer experience, monitor performance against targets, and drive improvements across the housing service while ensuring regulatory adherence.

Qualifications

• Extensive knowledge of resident engagement and customer experience.
• Proven ability to lead and motivate teams to high performance.
• Strong communication with internal and external stakeholders.
• Experience ensuring regulatory adherence in housing services.

Responsibilities

• Lead and manage teams to improve the resident journey.
• Ensure complaints are resolved within agreed timeframes and tracked.
• Monitor key performance metrics and provide actionable insights to senior management.
• Drive service improvements and implement engagement strategies across the housing service.

Skills

Resident engagement

Customer journey optimization

Performance management

Team leadership

Job description

Client

Local Authority in Ealing

Job Title

Head of resident experience

Pay Rate

£500+ Daily UMBRELLA

Hours

35 Hours a week(Mon-Fri)

Duration

Initial 3 month Contract

Location

HYBRID WORKING-

Description

Purpose of role

The Head of Housing Resident Experience will lead and manage teams to ensure a customer-centric service that focuses on understanding and enhancing the customer journey, while ensuring effective performance of service delivery and providing assurance of achieving high tenant satisfaction.

To ensure that resident complaints are resolved and responded to within agreed timeframes through leadership of the complaint's resolution team, driving high resident satisfaction, and implementing improvement projects based on lessons learned.

To conduct comprehensive performance monitoring on key service delivery metrics, analysing data to identify trends, strengths, and areas for improvement, and provide actionable insights and recommendations to senior management to drive continuous improvement across the service and ensure the organisation remains a leader in regulatory adherence.

To lead on Resident engagement across the housing service ensuring that the service provides support to residents to help them to get involved, engages with a diverse range of residents and focuses on achieving service improvement outcomes as a result of effective engagement.

Developing and implementing innovative strategies to enhance customer experience, ensuring that services are responsive, accessible, and exceed the requirements of the Transparency, Influence and Accountability consumer standard in relation to meeting the diverse needs of residents.

Key accountabilities

Ensure that service policies, procedures, and processes are continuously developed to reflect legislative changes, regulations, guidance, and best practice, with a strong emphasis on adhering to legislation affecting the service, and ensure all working practices are compliant and efficient.

Establish a culture of continuous improvement and innovation by developing and implementing key changes, including clearly communicating goals and expectations to enhance service delivery, processes, and outcomes, ensuring alignment with the organisation and directorate's overall objectives and industry trends and best practice.

Authority level

• Allocation and management of the relevant budgets - small staffing budget
• Staff Management
• Contract Management with service providers
• Policy development and implementation to provide assurance with housing policies
• Decision-making to allocate resources, and respond to emergencies
• Reporting of performance metrics to senior management
• Financial sign off up to £100k

Essential knowledge, skills, and experience

• Extensive knowledge and in-depth understanding of resident engagement, driving customer excellence, performance management, and delivering high-quality resident
• 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.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.