Resident Experience Lead

London Borough of Hounslow; Hounslow; On-site; GBP 40,000 - 50,000; Full time

Job summary

London Borough of Hounslow is seeking a Resident Experience Lead to head a responsive contact centre. You will oversee Senior Resident Experience Officers and Officers, ensuring efficient service delivery, staff development and strong performance outcomes across channels.

You will use data and resident feedback to guide improvements and work with partners across the Council to deliver projects. The role focuses on leading teams, improving resident experience and adapting processes to meet

Qualifications

• Proven ability to lead and coach teams.
• Experience in managing a busy contact centre or customer service operation.
• Strong analytical skills to interpret service and demand data.
• Excellent communication with residents, colleagues and partners.

Responsibilities

• Lead Resident Experience Officers and Senior Officers in a busy contact centre.
• Oversee day-to-day service delivery, staffing and resource deployment.
• Use data and resident feedback to identify improvements and drive performance.
• Collaborate with council services and partners to deliver service improvements.

Skills

People leadership

Performance management

Change management

Data analysis

Stakeholder relationships

Communication

Job description

About us at Hounslow

We'd love you to join us at the London Borough of Hounslow! Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.

We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we've built strong partnerships which have transformed how we serve one of London's most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.

About our Commitment to Diversity and Inclusion

We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in "Harness the Mix". It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer.

We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.

As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There's space for you to tell us what you need within our application form.

Our Benefits

If you join us, you'll have access to a range of employee benefits. Read more about these here.

About The Role

This is an exciting opportunity to join our Resident Experience service as a Resident Experience Lead, taking a key operational leadership role within our contact centre.

You will lead Senior Resident Experience Officers and Resident Experience Officers who provide the first point of contact for residents across a range of council services and access channels. You will be responsible for day-to-day service delivery, ensuring staffing and resources are deployed effectively and that performance, quality and resident outcomes are actively managed.

The role will use contact centre data, quality information and resident feedback to identify areas for improvement, support staff development and ensure service levels are maintained. You will also work closely with services and partners across the Council to deliver projects, implement new processes and support the continued development of the Service.

This is a role for someone who enjoys leading people, improving performance and working collaboratively to deliver change that makes a measurable difference to residents.

About The Team You'll Be Working In

The Resident Experience service provides a unified front door for residents contacting the Council. Our aim is to provide a positive, consistent and inclusive experience across telephone, digital and face-to-face channels, resolving enquiries at the first point of contact wherever possible and ensuring residents are directed to the right support when further help is needed.

The contact centre supports a wide range of high-volume council services and works closely with service areas across the organisation. The team includes Resident Experience Officers, Senior Resident Experience Officers and Leads, with a strong focus on operational performance, quality, cross-skilling and continuous improvement.

As a Resident Experience Lead, you will report to the Resident Experience Service Manager and work alongside other Leads, senior officers and partner services to manage daily operations, develop staff, respond to changing demand and support the delivery of service improvement projects.

About You

• A confident people leader who can set clear expectations, manage performance and develop staff through regular coaching, feedback and support.
• Able to manage a busy contact centre operation, using service levels, quality information and demand data to make effective decisions about queues, staffing, rotas and resources.
• Organised and analytical, with the ability to interpret quantitative and qualitative information, identify trends and turn insight into practical service improvements.
• A strong communicator and relationship manager who can work confidently with residents, colleagues, senior managers and partner services, including handling escalations and difficult issues.
• Able to lead and support service improvement and project delivery, working across organisational boundaries to implement new processes, service changes and agreed outcomes.
• Comfortable working in a changing environment, taking ownership of operational issues and supporting teams to adapt while maintaining a strong focus on resident experience.

Essential for The Role

• Basic DBS

When Interviews Will Be Held And Who To Contact

Email: [e-mail]

Interviews for this job will be held during week commencing 16th November 2026.