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 connection.
- Why this job: Make a real difference in residents' lives and shape community services.
- Qualifications: Senior leadership experience in customer service and strong community engagement 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 in London 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 resident engagement and community connection not only enhances the lives of those we serve but also empowers our staff with opportunities for professional growth and development. Located in Ealing, we offer a unique chance to make a meaningful impact while enjoying a collaborative culture that values diversity and innovation.
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 in London
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on their values and community initiatives. This will help you connect your experience with their mission and show that you're genuinely interested in improving resident experiences.
✨Tip Number 2
Prepare some thoughtful questions! When you get the chance, ask about their current resident engagement strategies or how they measure success in service improvements. This not only shows your interest but also gives you insight into their priorities.
✨Tip Number 3
Showcase your leadership style! Be ready to discuss how you've led teams in the past, especially in driving change and improving services. Use specific examples that highlight your ability to engage with diverse communities and enhance resident satisfaction.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your enthusiasm for the role and keep you top of mind as they make their decision.
We think you need these skills to ace Head of Resident Experience in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in resident engagement and service improvement. We want to see how your skills align with our mission of building connected communities!
Showcase Your Leadership Skills:As a senior role, we’re looking for evidence of your leadership experience. Share specific examples of how you've led teams or 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 in the past. We love seeing candidates who can back up their claims with solid evidence and outcomes!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
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’re ready to co-design services with them.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams and driven organisational change in previous roles. Highlight specific instances where your leadership improved customer or resident experience, as this is crucial for the Head of Resident Experience position.
✨Data-Driven Decision Making
Be ready to discuss how you’ve used data to inform decisions and improve services in the past. Bring examples of how feedback and complaints have shaped your strategies, as this aligns perfectly with the role’s responsibilities.
✨Communicate Inclusively
Practice articulating your thoughts clearly and inclusively. Given the focus on diverse communities, it’s important to convey your understanding of inclusive practices and how you would promote excellent customer service across all demographics.
