Head of Resident Experience & Service Excellence (Hybrid)

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

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.