Head of Resident Experience

Job Title: Head of Resident ExperienceLocation: Perceval House, EalingDirectorate: Housing and EnvironmentDepartment: Landlord ServicesContract 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 and 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 RoleThe 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 ..... full job details .....