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Head of Customer Experience - Social Housing
Job Posted: 3 hours ago
Salary: £ 435 - 550 / Day
Job Type: Temporary
Location: Wandsworth, Greater London
Expire in: a month
Job Description
About the Role
We are seeking an experienced Interim Head of Customer Experience to lead and deliver a customer-focused transformation within our social housing services. This is a critical leadership role where you will ensure residents remain at the heart of everything we do, while driving compliance, service improvement, and cultural change.
If you have a strong background in housing associations or local authorities, and can hit the ground running, we want to hear from you.
Key Responsibilities
* Develop and implement a Customer Experience Strategy aligned with organisational priorities and regulatory standards.
* Oversee all customer-facing services, including contact centres, complaints handling, resident engagement, and digital channels.
* Drive continuous improvement through data insights, performance monitoring, and quality assurance frameworks.
* Ensure compliance with Consumer Standards, the Housing Ombudsman Complaint Handling Code, and sector regulations.
* Lead and inspire a high-performing team, fostering a culture of accountability and innovation.
* Champion resident involvement, ensuring feedback informs service design and delivery.
Essential Skills & Experience
* Proven leadership experience in customer experience within social housing, housing associations, or local authorities.
* Strong knowledge of housing regulations, tenant rights, and sector-specific challenges.
* Track record in complaints management, service redesign, and resident engagement.
* Excellent stakeholder management and influencing skills at senior level.
* Data-driven approach to decision-making and performance improvement.
* Chartered Institute of Housing (CIH) qualification or equivalent professional accreditation.
Desirable
* Experience in digital transformation and CRM systems.
* Change management and cultural transformation expertise.
What We Offer
* Competitive day rate or salary.
* Flexible working arrangements (hybrid options available).
* Opportunity to make a real impact on residents’ lives during a key transformation periodBefore You Apply
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