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- Tasks: Lead customer experience initiatives and enhance service delivery in a dynamic housing association.
- Company: Hexagon, a forward-thinking housing association dedicated to improving affordable homes.
- Benefits: Flexible hybrid working, private medical insurance, generous annual leave, and professional development opportunities.
- Other info: Join a Great Place to Work accredited organisation with excellent career growth potential.
- Why this job: Make a real impact on customer satisfaction while growing your career in a supportive environment.
- Qualifications: Experience in managing customer services and transforming service performance in social housing.
The predicted salary is between 50000 - 60000 £ per year.
Hexagon is an innovative and responsive housing association working in partnership with a range of local authorities to meet housing needs across Southeast London. With a turnover of £40m and 120 staff, Hexagon is continually improving the quality and range of our affordable homes and services.
Reporting to the Operations Director, the new role of Head of Customer Experience will be a key member of our Operations Directorate and Leadership Team. You will lead the development and strategic direction of our Complaints and Customer Services functions ensuring high quality customer-focused services. Championing a culture of accountability, continuous improvement and customer centred service delivery, you will also shape how customers interact with our services.
You will bring a successful track record of managing customer experience services (including a customer contact centre) in social housing or a regulated environment. You will also have experience of transforming poor performing services and using data to identify, implement and measure service improvements as well as a strong track record of developing and delivering financial reporting information and analysis to a range of stakeholders.
This role presents a brilliant opportunity to further your career with a dynamic company that values its staff and provides a work environment that is built on flexibility, empowerment, and a commitment to support you to be the best that you possibly can. If you have a relevant professional or degree level qualification, are driven by great customer service, want to work with a fantastic team, and feel proud of the contribution that you make each day, then we very much want to hear from you.
You will be joining a Great Place to Work accredited organisation with IIP Gold. We will offer you training and supervision to help you achieve your full potential, with an excellent package including private medical insurance, pension scheme with 3 x salary life assurance, flexible hybrid working 2 days per week office based, and 26 days annual leave rising one day per year to 31 days.
If you think you have the skills to do all this and more, we want to hear from you.
To download a Job Pack and Application form please visit our website hexagon.org.uk
No agencies
Closing Date for applications: Monday 25th May 2026
Stakeholder Panel (online): Thursday 4th June 2026
Interviews will be held in person on Tuesday 9th June 2026
Head of Customer Experience employer: Hexagon Housing Association
Contact Detail:
Hexagon Housing Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work at Hexagon or similar organisations. A friendly chat can open doors and give you insights that might just set you apart from other candidates.
✨Tip Number 2
Prepare for the interview by researching Hexagon's values and recent projects. Show us that you’re not just another candidate; demonstrate your passion for customer experience and how you can contribute to our mission of improving affordable housing services.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've transformed customer service in previous roles. We love hearing about real-life experiences that showcase your ability to drive change and improve customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in being part of our team at Hexagon.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the Head of Customer Experience role. Use keywords from the job description to show that you understand what Hexagon is looking for.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've transformed customer experience services in the past. Numbers and data can really make your achievements stand out!
Be Authentic: Let your personality shine through in your application. We want to see who you are beyond your qualifications. Share your passion for customer service and how it drives you in your work.
Follow the Application Process: Make sure to apply through our website as instructed. It’s super important to follow the guidelines provided, so we can easily review your application and get back to you!
How to prepare for a job interview at Hexagon Housing Association
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends and best practices in customer experience, especially within social housing. Be ready to discuss how you've transformed services in the past and how you can apply that knowledge to Hexagon.
✨Showcase Your Data Skills
Since this role involves using data to drive improvements, come prepared with examples of how you've used data analysis to enhance customer service. Think about specific metrics you've tracked and how they led to tangible results.
✨Emphasise Your Leadership Style
Hexagon values a culture of accountability and continuous improvement. Be ready to talk about your leadership approach and how you foster a customer-centric environment within your team. Share stories that highlight your ability to empower others.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about Hexagon's current customer service challenges and their vision for the future. This shows your genuine interest in the role and helps you assess if it's the right fit for you.