Resident Experience & Engagement Lead

New Start; Greater London; Hybrid; GBP 84,000 - 102,000; Full time

Job summary

Ealing London Borough Council is seeking a Head of Resident Experience in London. This pivotal role leads resident engagement, complaints handling, customer insight, and resident journeys to continually improve landlord services.

You will champion resident-driven decisions, design services around their needs, and drive cross-team collaboration with residents and partners. The role requires strategic thinking with a strong delivery discipline, and a passion for delivering lasting improvements for

Responsibilities

• Lead our approach to resident engagement, complaints, customer insight, resident journeys and access.
• Ensure resident insight becomes a powerful driver for continuous improvement across landlord services.
• Drive change by combining strategic thinking with strong delivery and collaboration with residents, colleagues and partners.
• Support the organisation's ambition for Ealing and its residents and promote service improvement.

Job description

Ealing London Borough Council is seeking a Head of Resident Experience in London. This pivotal role leads resident engagement, complaints handling, customer insight, and resident journeys to continually improve landlord services.

You will champion resident-driven decisions, design services around their needs, and drive cross-team collaboration with residents and partners. The role requires strategic thinking with a strong delivery discipline, and a passion for delivering lasting improvements for