Resident Experience Leader – Repairs & Insights

Lewisham Youth Service; Greater London; Hybrid; GBP 52,000 - 70,000; Full time

Benefits offered by this job

Local Government Pension scheme

Flexible working and family friendly

Season ticket loan

Bicycle loans

Staff discounts

Staff networks

Job summary

Based at Laurence House with hybrid office/home working, you will use complaint insights to drive improvements, run resident surgeries and open days, and set clear expectations while supporting continuous service improvement for residents.

Qualifications

• Strong, customer-focused leadership with ability to manage teams and drive improvements.
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• Data-driven approach using insights to challenge outcomes and improve service quality.
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• Highly organised and detail-oriented, ensuring thorough handling of complaints and feedback.

Responsibilities

• Lead a team of Customer Liaison Officers handling engagement, complaints and feedback.
• Oversee end-to-end issue management from first contact to resolution.
• Run resident surgeries and open days to improve visibility and accessibility of the service.
• Use complaint insights to track trends and drive service improvements for residents.

Job description

Based at Laurence House with hybrid office/home working, you will use complaint insights to drive improvements, run resident surgeries and open days, and set clear expectations while supporting continuous service improvement for residents.