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- Tasks: Lead customer experience strategy and operations for a growing housing organisation.
- Company: Homes in Somerset, committed to high-quality, customer-focused services.
- Benefits: Competitive salary, excellent benefits package, and Local Government Pension Scheme.
- Other info: Hybrid working model with a commitment to equality, diversity, and inclusion.
- Why this job: Join a pivotal moment in a dynamic organisation and make a real impact on customer experience.
- Qualifications: Senior leadership experience in customer service or housing, with a collaborative leadership style.
The predicted salary is between 80000 - 80000 £ per year.
Salary: £80,000 (pay award pending) with excellent benefits package including Local Government Pension Scheme.
Location: Hybrid – Somerset / Remote Working.
Homes in Somerset is entering a pivotal phase in its development. Following agreement for the organisation to assume management responsibility for Somerset Council’s full housing stock, the organisation will double in size, creating a single, county‑wide housing management service responsible for 10,000 homes. This is a significant moment to join an organisation growing in scale, complexity and responsibility, underpinned by strong governance, transparency and a clear commitment to delivering high‑quality, customer‑focused housing services.
About the Role
We are seeking an exceptional Head of Customer Experience to join our senior leadership team, reporting to the Director of Communities & Customer Service. You will lead the organisation’s customer function across Contact Centre operations, customer engagement and complaints, feedback and insight, championing a customer‑first culture.
Responsibilities
- Lead customer experience strategy and operations
- Oversee delivery of an accessible omnichannel service
- Promote early resolution and learning from complaints
- Provide evidence‑based view to inform Executive and Board decisions
- Drive digital transformation and inclusive service delivery
Qualifications
- Senior leadership experience in customer service, engagement or housing services within a complex, regulated environment
- Credibility at Executive and Board level, collaborative leadership style
- Proven ability to build high‑performing teams, embed consistent standards and drive cultural change
- Experience with customer insight, feedback and data analysis
- Commitment to Equality, Diversity and Inclusion
Homes in Somerset is committed to equality, diversity and inclusion and creating an inclusive workplace where everyone can thrive. If you require any adjustments during the recruitment process, please get in touch to discuss how we can best support you.
Application Deadline
The closing date for applications is 9am on Monday 1st June 2026.
Head of Customer Experience employer: Homes in Somerset
Contact Detail:
Homes in Somerset 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 or customer experience roles. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for interviews by researching the company’s values and recent projects. Show us how your experience aligns with their mission, especially around customer-first culture and digital transformation.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led teams or improved customer experiences. We love hearing about real-life successes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate candidates who fit our culture.
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 CV and cover letter to highlight your experience in customer service and leadership. We want to see how your skills align with our mission of delivering high-quality, customer-focused housing services.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve led teams or improved customer experiences in previous roles. We love seeing evidence of your impact and how you can bring that to us!
Emphasise Your Values: We’re all about equality, diversity, and inclusion here at Homes in Somerset. Make sure to reflect these values in your application, showing us how you’ve championed these principles in your past work.
Apply Through Our Website: For the best chance of success, make sure to submit your application through our website. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Homes in Somerset
✨Know Your Customer Experience Strategy
Before the interview, dive deep into the company's customer experience strategy. Understand their current operations and think about how you can enhance them. Be ready to discuss specific examples of how you've successfully led customer experience initiatives in the past.
✨Showcase Your Leadership Style
As a Head of Customer Experience, your leadership style is crucial. Prepare to share stories that highlight your collaborative approach and how you've built high-performing teams. Think about times when you’ve driven cultural change and how that aligns with the company’s values.
✨Prepare for Data-Driven Discussions
Since the role involves providing evidence-based insights, brush up on your data analysis skills. Be prepared to discuss how you've used customer feedback and data to inform decisions at an executive level. Bring examples of how your insights have led to tangible improvements.
✨Emphasise Your Commitment to Inclusion
Homes in Somerset values equality, diversity, and inclusion. Be ready to talk about how you've championed these principles in your previous roles. Share specific initiatives or strategies you've implemented to create an inclusive environment for both customers and team members.