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
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Develop and implement a Customer Experience Strategy aligned with organisational priorities and regulatory standards.
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Oversee all customer-facing services, including contact centres, complaints handling, resident engagement, and digital channels.
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Drive continuous improvement through data insights, performance monitoring, and quality assurance frameworks.
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Ensure compliance with Consumer Standards, the Housing Ombudsman Complaint Handling Code, and sector regulations.
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Lead and inspire a high-performing team, fostering a culture of accountability and innovation.
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Champion resident involvement, ensuring feedback informs service design and delivery.
Essential Skills & Experience
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Proven leadership experience in customer experience within social housing, housing associations, or local authorities.
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Strong knowledge of housing regulations, tenant rights, and sector-specific challenges.
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Track record in complaints management, service redesign, and resident engagement.
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Excellent stakeholder management and influencing skills at senior level.
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Data-driven approach to decision-making and performance improvement.
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Chartered Institute of Housing (CIH) qualification or equivalent professional accreditation.
Desirable
What We Offer
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Competitive day rate or salary.
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Flexible working arrangements (hybrid options available).
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Opportunity to make a real impact on residents’ lives during a key transformation period
