At a Glance
- Tasks: Lead resident engagement and improve housing services for a connected community.
- Company: A forward-thinking organisation dedicated to high-quality housing and inclusivity.
- Benefits: Competitive salary, inclusive workplace, and opportunities for professional growth.
- Other info: Join a diverse team committed to equality and community engagement.
- Why this job: Make a real difference in residents' lives and shape community services.
- Qualifications: Senior leadership experience in customer service and strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
We are committed to delivering accessible, high‑quality housing services and building connected communities where residents can shape how services are delivered and feel a strong sense of belonging. This senior role focuses on improving resident experience across housing services. You will lead resident engagement, complaints, and service improvement to ensure services are inclusive, responsive, and deliver clear outcomes.
Responsibilities
- Lead resident engagement, ensuring residents can influence and co‑design services.
- Deliver the Resident Engagement Strategy, ensuring engagement reflects our diverse communities.
- Lead the complaints service, improving response times, quality, and learning.
- Drive service improvements linked to the Regulator of Social Housing Transparency, Influence and Accountability Standard.
- Use feedback, complaints, and satisfaction data to improve services.
- Work with residents and senior leaders to shape the Resident Experience strategy.
- Promote excellent customer service and inclusive practice, helping to strengthen connected communities.
- Monitor performance and report on key indicators.
Qualifications
- Senior leadership experience in customer or resident experience, ideally in the public sector.
- Strong understanding of community engagement and resident‑focused services.
- Excellent communication and stakeholder management skills.
- Experience leading teams and driving organisational change.
- Ability to use data to inform decisions and improve services.
- Knowledge of relevant legislation and frameworks.
- A relevant degree or equivalent experience.
- A Level 5 Housing qualification (or willingness to work towards this).
You must have the right to work in the UK; evidence will be requested at the interview stage. We are committed to equality of opportunity, to being fair and inclusive. We therefore welcome applications from all residents of the borough and applicants who are underrepresented in Ealing’s workforce.
Closing date: 28 June 2026. Interviews: week commencing 13 July 2026.
Head of Resident Experience employer: Ealing Council (London Borough of Ealing)
As a leading provider of housing services, we pride ourselves on fostering an inclusive and supportive work environment where every employee can thrive. Our commitment to community engagement and service improvement not only enhances resident experiences but also offers our staff meaningful opportunities for professional growth and development. Located in Ealing, we champion diversity and equality, ensuring that all voices are heard and valued within our organisation.
Contact Details:
Ealing Council (London Borough of Ealing) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Resident Experience
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of digging into their values and mission. This will help you tailor your responses and show that you're genuinely interested in being part of their community.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. The more comfortable you are with your answers, the more confident you'll feel during the actual interview.
✨Tip Number 3
Bring your A-game with questions! Prepare thoughtful questions about the role and the team. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It keeps you on their radar and shows your appreciation for the opportunity to chat about the Head of Resident Experience role.
We think you need these skills to ace Head of Resident Experience
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Head of Resident Experience role. Highlight your experience in resident engagement and service improvement, showing us how you can make a real impact.
Showcase Your Leadership Skills:We want to see your senior leadership experience shine through! Share examples of how you've led teams and driven change in previous roles, especially in customer or resident-focused services.
Use Data to Your Advantage:Don’t forget to mention how you've used data to inform decisions and improve services. We love candidates who can demonstrate their analytical skills and how they’ve applied them to enhance resident experiences.
Apply Through Our Website:Remember, the best way to apply is through our website! It’s straightforward and ensures your application gets to the right place. Plus, we’re excited to see what you bring to the table!
How to prepare for a job interview at Ealing Council (London Borough of Ealing)
✨Know Your Community
Before the interview, take some time to research the community you'll be serving. Understand their needs, challenges, and what makes them unique. This will help you demonstrate your commitment to resident engagement and show that you can lead initiatives that truly resonate with them.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams and driven organisational change in the past. Be ready to discuss specific strategies you've implemented to improve customer or resident experience, as this role requires strong leadership in a senior capacity.
✨Data-Driven Decision Making
Familiarise yourself with how to use feedback, complaints, and satisfaction data to inform service improvements. Be prepared to discuss how you've used data in previous roles to enhance services and drive positive outcomes for residents.
✨Communicate Inclusively
Since this role focuses on promoting excellent customer service and inclusive practice, think about how you can communicate effectively with diverse groups. Prepare to share your approach to ensuring that all voices are heard and valued in the decision-making process.
