Head Of Resident Experience

Adecco Portugal; Greater London; Hybrid; GBP 92,000 - 111,000; Full time

Job summary

Local Authority in Ealing is seeking a Head of Housing Resident Experience to lead teams delivering a customer-centred housing service. You will drive improvements in the resident journey, ensure timely handling of complaints, and monitor performance metrics.

This role focuses on engaging residents, developing innovative strategies to enhance experience, and ensuring compliance with governance standards while supporting service delivery and tenant satisfaction.

Qualifications

• Extensive knowledge of resident engagement and delivering high-quality resident services.
• Proven ability to lead and motivate teams for high performance.
• Commitment to improving customer satisfaction for residents.
• Excellent verbal and written communication with stakeholders.

Responsibilities

• Lead and manage teams to deliver a customer-centric housing service.
• Ensure resident complaints are resolved within agreed timeframes.
• Monitor performance metrics and provide actionable insights to senior management.
• Lead on Resident engagement to support service improvements and involvement.
• Develop and implement strategies to enhance customer experience and meet standards.

Skills

Resident engagement

Customer excellence

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

1. 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.
2. 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

1. Extensive knowledge and in-depth understanding of resident engagement, driving customer excellence, performance management, and delivering high-quality resident
2. Proven ability to lead, manage, and motivate teams, ensuring high performance and effective service delivery.
3. Demonstrable commitment to improving customer satisfaction for residents.
4. Excellent verbal and written communication skills for effective interaction with internal and external stakeholders.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.

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