Resident Experience Lead: People & Service Performance

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

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