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- Tasks: Lead the development of customer services and enhance customer experience.
- Company: Hexagon, a forward-thinking housing association in Southeast London.
- Benefits: Flexible hybrid working, private medical insurance, and 26 days annual leave.
- Other info: Join a Great Place to Work accredited organisation with excellent career growth opportunities.
- Why this job: Make a real impact on customer service in a supportive and dynamic environment.
- Qualifications: Experience in managing customer services and a relevant professional qualification.
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 centered 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.
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 in London 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 in London
✨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 insider info that could really help your application.
✨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 how your experience aligns with our mission to improve customer experience in social housing.
✨Tip Number 3
Practice your answers to common interview questions, but don’t sound rehearsed. We want to see your personality shine through! Use examples from your past roles to illustrate how you’ve transformed customer services.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows us that you’re genuinely interested in the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit!
We think you need these skills to ace Head of Customer Experience in London
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 we're looking for.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've transformed customer services or improved performance in previous roles. We love seeing measurable results!
Be Authentic: Let your personality shine through in your application. We value authenticity and want to get a sense of who you are beyond your qualifications. Share your passion for customer service!
Follow the Application Process: Make sure to apply through our website as instructed. It’s super important to follow the guidelines, so we can easily review your application and get back to you quickly!
How to prepare for a job interview at Hexagon Housing Association
✨Know Your Stuff
Before the interview, make sure you thoroughly understand Hexagon's mission and values. Familiarise yourself with their approach to customer experience in social housing. This will help you align your answers with what they’re looking for and show that you’re genuinely interested in the role.
✨Showcase Your Successes
Prepare specific examples from your past experiences where you've successfully transformed customer service functions or improved performance metrics. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easy for the interviewers to see your impact.
✨Data is Key
Since the role involves using data to drive improvements, be ready to discuss how you've used data analytics in previous roles. Bring examples of how you identified issues and implemented changes based on data insights. This will demonstrate your analytical skills and strategic thinking.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions prepared about Hexagon’s current challenges in customer experience or their future goals. This shows that you’re not just interested in the position but also in contributing to the organisation’s success.