Client
All potential candidates should read through the following details of this job with care before making an application.
Local Authority in Ealing
Job Title
Head of resident experience
Pay Rate
£500+ Daily UMBRELLA
Hours
35 Hours a week(Mon-Fri)
Duration
Initial 3 month Contract
Location
HYBRID WORKING-
Description
Purpose of role
The Head of Housing Resident Experience will lead and manage teams to ensure a customer-centric service that focuses on understanding and enhancing the customer journey, while ensuring effective performance of service delivery and providing assurance of achieving high tenant satisfaction.
To ensure that resident complaints are resolved and responded to within agreed timeframes through leadership of the complaint's resolution team, driving high resident satisfaction, and implementing improvement projects based on lessons learned.
To conduct comprehensive performance monitoring on key service delivery metrics, analysing data to identify trends, strengths, and areas for improvement, and provide actionable insights and recommendations to senior management to drive continuous improvement across the service and ensure the organisation remains a leader in regulatory adherence.
To lead on Resident engagement across the housing service ensuring that the service provides support to residents to help them to get involved, engages with a diverse range of residents and focuses on achieving service improvement outcomes as a result of effective engagement.
Developing and implementing innovative strategies to enhance customer experience, ensuring that services are responsive, accessible, and exceed the requirements of the Transparency, Influence and Accountability consumer standard in relation to meeting the diverse needs of residents.
Key accountabilities
Ensure that service policies, procedures, and processes are continuously developed to reflect legislative changes, regulations, guidance, and best practice, with a strong emphasis on adhering to legislation affecting the service, and ensure all working practices are compliant and efficient. xgikmsk
Establish a culture of continuous improvement and innovation by developing and implementing key changes, including clearly communicating goals and expectations to enhance service delivery, processes, and outcomes, ensuring alignment with the organisation and directorate's overall objectives and industry trends and best practice.
Authority level
Allocation and management of the relevant budgets - small...
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