Head of Resident Experience

Job Title: Head of Resident Experience
Location: Perceval House, Ealing
Directorate: Housing & Environment
Department: Landlord Services

Contract Details:
* Type: Temporary
* Pay: -450 per hour day Umbrella
* Location: Perceval House, Ealing
* Working Arrangements: Hybrid - 2 days per week from home
* Hours: Full time, 35 hours per week (Monday to Friday)

Adecco are recruiting on behalf of Ealing Council for a Head of Resident Experience to join their Housing & Environment Directorate. This is a senior leadership role responsible for driving a customer-focused housing service, improving resident satisfaction, and leading high-performing teams across resident engagement and complaint resolution.

About the Role
The Head of Resident Experience will lead strategic and operational delivery across resident engagement and complaints, ensuring services are responsive, compliant, and continuously improving. You will play a key role in shaping the customer journey, enhancing service delivery, and ensuring high levels of tenant satisfaction.

Key Responsibilities
* Lead and manage Resident Engagement and Complaint Resolution teams to deliver a customer-centric service
* Ensure complaints are resolved within agreed timeframes, driving service improvements based on feedback and insights
* Monitor and analyse service performance data, identifying trends and implementing improvements
* Provide strategic leadership, fostering a culture of continuous improvement and excellence
* Lead on resident engagement initiatives, ensuring inclusivity and meaningful participation
* Develop and implement strategies to enhance customer experience and meet regulatory standards
* Oversee Tenant Satisfaction Measures and deliver associated improvement plans
* Manage budgets, ensuring financial compliance and value for money
* Build strong relationships with internal teams, stakeholders, and community partners
* Ensure compliance with legislation, policies, and safeguarding requirements
* Prepare reports, briefings, and presentations for senior leadership and stakeholders
* Lead on risk management, business continuity, and service resilience planning

Key Requirements
* Extensive experience in resident engagement, customer experience, or housing services
* Proven leadership experience managing and motivating teams
* Strong understanding of performance management, data analysis, and service improvement
* Excellent communication and stakeholder management skills
* Experience working within a regulatory or compliance-driven environment
* Ability to drive cultural change and continuous improvement
* Knowledge of housing legislation, consumer standards, and best practice
* Degree-level education or equivalent experience
* Housing qualification (Level 5 CIH or equivalent) or willingness to work towards

Additional Information
* This role is subject to a Disclosure and Barring Service (DBS) check
* Ealing Council is committed to safeguarding and promoting the welfare of children and vulnerable adults
* The role requires collaboration with a wide range of internal and external stakeholders, including residents, community groups, and regulatory bodies

Apply Now:
If you have the skills and experience required for this role, we encourage you to apply. Should your CV be shortlisted, an Adecco Consultant will contact you to discuss progressing your application to the client.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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