At a Glance
- Tasks: Lead teams to enhance resident experience and ensure high tenant satisfaction.
- Company: Local Authority in Ealing, committed to customer-centric service.
- Benefits: Competitive daily pay, hybrid working, and a focus on professional growth.
- Other info: Opportunity for innovation and continuous improvement in a supportive environment.
- Why this job: Make a real difference in residents' lives while driving service improvements.
- Qualifications: Experience in resident engagement and team leadership required.
Client: Local Authority in Ealing
Pay Rate: £500+ Daily UMBRELLA
Hours: 35 Hours a week (Mon-Fri)
Duration: Initial 3 month Contract
Location: HYBRID WORKING
Description
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 complaints 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.
- 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 staffing budget
- Staff Management
- Contract Management with service providers
- Policy development and implementation to provide assurance with housing policies
- Decision-making to allocate resources, and respond to emergencies
- Reporting of performance metrics to senior management
- Financial sign off up to £100k
Essential knowledge, skills, and experience
- Extensive knowledge and in-depth understanding of resident engagement, driving customer excellence, performance management, and delivering high-quality resident services.
- Proven ability to lead, manage, and motivate teams, ensuring high performance and effective service delivery.
- Demonstrable commitment to improving customer satisfaction for residents.
- Excellent verbal and written communication skills for effective interaction with internal and external stakeholders.
Head Of Resident Experience in Ealing employer: Adecco
Our client in Worthing is an excellent employer, offering a supportive work culture that values teamwork and individual contributions. With competitive pay and flexible hours, employees enjoy a balanced work-life dynamic while having access to growth opportunities within the manufacturing sector. This role as a Kitting Operative not only provides meaningful work but also allows you to be part of a respected organisation committed to excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Head Of Resident Experience in Ealing
✨Get Involved in Local Property Events
Dive into local property expos and networking events! Real estate thrives on connections, so attending these events helps us meet potential employers and industry leaders, plus it's a chance to show off your enthusiasm for the field.
✨Connect with Local Agents on Social Media
Follow and engage with local real estate agents and firms on platforms like Instagram and LinkedIn. Sharing their posts and commenting with your insights can put you on their radar and might even lead to job opportunities at companies like Adecco.
✨Don’t Underestimate the Power of Cold Outreach
Got your eye on a specific company like Adecco? Don't hesitate to send a direct message or an email expressing your interest. Personalise your approach, maybe mentioning a recent listing or project of theirs, and it could set you apart from other candidates.
✨Utilise Property Management Platforms
Check out property management platforms and job boards tailored for the real estate sector. They often have exclusive listings, especially for full-time roles. Don't forget to visit Adecco's careers page directly; we love seeing passionate candidates applying through our website!
We think you need these skills to ace Head Of Resident Experience in Ealing
Some tips for your application 🫡
Show Your Real-Estate Savvy:When crafting your CV and cover letter, make sure to highlight any relevant experience in the real estate sector. If you've done internships, assistant roles, or even relevant coursework, lay it out clearly. We want to see your familiarity with market trends, property management, or any sales experience you've got under your belt!
Quantify Your Achievements:In real estate, numbers speak volumes! When detailing your past roles, use concrete figures to demonstrate your achievements. For example, mention how many properties you sold, the percentage increase in client satisfaction, or any successful negotiations. These metrics can give your application that extra punch it needs!
Tailor Your Documents for the Job:Every application should feel personal. When applying for the Head Of Resident Experience role at Adecco, tweak your CV to focus on aspects that are important to them. If they value client relationships, emphasise your interpersonal skills. We want to see you aligning your experiences with what they're looking for!
Keep It Professional Yet Approachable:While we want you to show off your expertise, don't forget to let your personality shine through in your cover letter. A touch of friendliness can set you apart, especially in real estate where client interaction is key. Show that you're ready not just to work with the property but also with people!
How to prepare for a job interview at Adecco
✨Know Your Market Trends
In real estate, it’s all about staying ahead of the curve. Make sure we brush up on the latest market trends in the area where Adecco operates. Being able to discuss local property values, demand, and upcoming developments will show that we’re not just interested in the job, but genuinely invested in the industry.
✨Prepare for Scenario Questions
Expect some scenario-based questions during the interview. We might get asked how we’d handle different client situations or property evaluations. Preparing our responses for common real estate scenarios not only demonstrates our problem-solving skills but also shows that we can think on our feet in a client-facing role.
✨Showcase Your Connections
In full-time real estate, networking is key! Let’s think about our connections in the industry and what we can bring to Adecco. Whether it’s insights on prospective clients or relationships with local contractors, talking about these experiences can set us apart from other candidates.
✨Demonstrate Technical Savvy
Familiarity with different real estate software tools is a big plus. We should be ready to discuss any platforms we've used, whether it's for property management, CRM, or data analysis. Being comfortable with technology not only makes us more efficient, but also shows that we’re adaptable to the tools used at Adecco.
