Housing Customer Experience Lead

Carrington West; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job description

We are looking for a passionate and experienced Housing Customer Experience Lead to drive service excellence and enhance resident engagement across housing services. This role will lead customer contact, complaints resolution, allocations, and digital service improvements, ensuring residents receive high-quality support and a seamless experience.

As the lead for customer experience, you will champion resident-focused service delivery, ensuring complaints are handled efficiently, housing allocations are well-managed, and customer interactions are proactive, professional, and effective.

If you are a strategic thinker with a strong background in customer service, housing operations, and digital transformation, this is an excellent opportunity to shape the future of resident engagement.

Key Responsibilities

1. Oversee the customer contact team, ensuring residents receive timely and effective support.
2. Lead improvements to the call handling process, ensuring high satisfaction and first-time resolutions.
3. Act as the voice of the customer, ensuring services are shaped around resident needs and expectations.
4. Ensure the efficient allocation of housing, minimising void periods and improving turnaround times.
5. Collaborate with housing teams to streamline allocations processes, ensuring fairness and compliance with regulations.
6. Oversee the Customer Resolutions Team, ensuring complaints are handled efficiently and learning is embedded into service improvements.
7. Ensure compliance with Housing Ombudsman guidance and Consumer Standards, providing assurance to senior management.
8. Promote a strong resident voice, ensuring feedback influences decision-making and service enhancements.
9. Lead the development of self-service and digital housing solutions, making services more accessible and user-friendly.
10. Drive continuous improvement initiatives, ensuring customer service standards remain high.
11. Analyse customer feedback and performance data, using insights to enhance service delivery.

About You

1. Proven experience in customer service, housing operations, or resident engagement within a local authority or social housing provider is essential.
2. Strong understanding of complaints resolution, Housing Ombudsman regulations, and Consumer Standards.
3. Experience in housing allocations or tenancy services.
4. Skilled in data analysis and reporting, using insights to drive service improvements.
5. Exceptional leadership and communication skills, with a passion for customer advocacy.
6. Strong ability to engage with residents, senior leadership, and external partners.
7. Experience in managing and improving contact centre operations, ensuring customer service excellence.
8. Strong understanding of housing policies, compliance, and sector best practices.
9. Ability to influence senior stakeholders and drive strategic change.
10. A passion for improving resident experiences and shaping housing services for the better.

How to Apply

If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click APPLY NOW.