Back to search
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
路Oversee the customer contact team, ensuring residents receive timely and effective support.
路Lead improvements to the call handling process, ensuring high satisfaction and first-time resolutions.
路Act as the voice of the customer, ensuring services are shaped around resident needs and expectations.
路Ensure the efficient allocation of housing, minimising void periods and improving turnaround times.
路Collaborate with housing teams to streamline allocations processes, ensuring fairness and compliance with regulations.
路Oversee the Customer Resolutions Team, ensuring complaints are handled efficiently and learning is embedded into service improvements.
路Ensure compliance with Housing Ombudsman guidance and Consumer Standards, providing assurance to senior management.
路Promote a strong resident voice, ensuring feedback influences decision-making and service enhancements.
路Lead the development of self-service and digital housing solutions, making services more accessible and user-friendly.
路Drive continuous improvement initiatives, ensuring customer service standards remain high.
路Analyse customer feedback and performance data, using insights to enhance service delivery.
About You
路Proven experience in customer service, housing operations, or resident engagement within a local authority or social housing provider is essential
路Strong understanding of complaints resolution, Housing Ombudsman regulations, and Consumer Standards.
路Experience in housing allocations or tenancy services
路Skilled in data analysis and reporting, using insights to drive service improvements.
路Exceptional leadership and communication skills, with a passion for customer advocacy.
路Strong ability to engage with residents, senior leadership, and external partners.
路Experience in managing and improving contact centre operations, ensuring customer service excellence.
路Strong understanding of housing policies, compliance, and sector best practices.
路Ability to influence senior stakeholders and drive strategic change.
路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.
If you do not hear from us within 48 hours of applying, your application has been unsuccessful.
Footnote
If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status.
Even if you're currently satisfied in your role, we welcome calls from housing professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on (phone number removed).
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
聽
