At a Glance
- Tasks: Lead resident engagement and improve housing services for a connected community.
- Company: Ealing Council, dedicated to high-quality housing and community building.
- Benefits: Full-time role with opportunities to make a real impact in the community.
- Other info: Join a supportive team focused on making a positive difference.
- Why this job: Shape services that matter and enhance resident experiences in your borough.
- Qualifications: Senior leadership experience in customer service and strong community engagement skills.
The predicted salary is between 40000 - 50000 £ per year.
Ealing Council has an exciting opportunity for a Head of Resident Experience on a full-time basis. 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.
As the Head of Resident Experience, you will:
- 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
Our ideal candidate will have:
- 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 for the right to work in the UK will be requested at the interview stage. If you would like to make a positive difference to our residents and borough, we’re looking forward to hearing from you.
Further information about the role please contact Chris Shoubridge, Assistant Director of Landlord Services at cshoubridge001@ealing.gov.uk. This role is subject to Ealing Council’s enhanced vetting process.
Closing date: 28 June 2026. Interviews: to be held week commencing 13 July 2026.
Head of Resident Experience in Ealing employer: Ealing Council
Ealing Council is an exceptional employer dedicated to fostering a vibrant community where residents are at the heart of service delivery. With a strong commitment to inclusivity and engagement, we offer a supportive work culture that values employee growth through continuous learning and development opportunities. Join us in making a meaningful impact in the lives of our residents while enjoying the benefits of working in a dynamic public sector environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Resident Experience in Ealing
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing and community engagement sectors. Attend local events or webinars where you can meet people who might know about opportunities at Ealing Council. Remember, it’s all about who you know!
✨Tip Number 2
Prepare for those interviews! Research Ealing Council’s current resident engagement strategies and think about how your experience aligns with their goals. Be ready to share specific examples of how you've improved resident experiences in the past.
✨Tip Number 3
Show off your data skills! Since the role involves using feedback and satisfaction data, be prepared to discuss how you've used data to drive service improvements before. Bring some numbers to the table to back up your claims!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to engage directly with us. Don’t miss out on this opportunity!
We think you need these skills to ace Head of Resident Experience in Ealing
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 community services. We want to see how your skills align with our mission to deliver high-quality housing services.
Showcase Your Leadership Skills:As a senior leader, it’s crucial to demonstrate your ability to lead teams and drive change. Share specific examples of how you've successfully managed projects or initiatives that improved resident experiences.
Use Data to Your Advantage:We love candidates who can use data to inform decisions. Include any relevant metrics or outcomes from your previous roles that showcase your ability to enhance services based on feedback and satisfaction data.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity to make a difference in our community.
How to prepare for a job interview at Ealing Council
✨Know Your Community
Familiarise yourself with the diverse communities in Ealing. Understand their needs and how they influence service delivery. This will show your commitment to resident engagement and help you connect with the interviewers.
✨Showcase Your Leadership Skills
Prepare examples of how you've 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. Bring examples of how feedback and complaints have shaped your strategies in the past, demonstrating your analytical skills and commitment to continuous improvement.
✨Communicate Effectively
Practice articulating your thoughts clearly and confidently. Strong communication and stakeholder management skills are essential for this role, so consider how you can convey your ideas effectively during the interview.
