Resident Experience Director (Customer‑Centric Housing)

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

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.