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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: £80,000 salary, excellent benefits, and Local Government Pension Scheme.
- Other info: Promote equality, diversity, and inclusion in an inclusive workplace.
- Why this job: Join a pivotal moment in a dynamic organisation and make a real impact.
- Qualifications: Senior leadership experience in customer service or housing within a regulated environment.
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 in London 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 in London
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector or customer experience roles. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show up at industry events or webinars. Not only will you learn a ton, but you'll also meet potential employers and colleagues who share your passion for customer service.
✨Tip Number 3
Tailor your approach for each interview. Research the company’s values and recent projects, especially around customer experience. This shows you’re genuinely interested and ready to contribute.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are proactive and engaged. Plus, it gives you a chance to showcase your enthusiasm for the role.
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 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 driven change or improved customer experiences in previous roles. We love seeing tangible results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can champion a customer-first culture, so show us your passion for customer service and how you embody that in your work.
Apply Through Our Website: For the best chance of success, make sure to submit your application through our official 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, make sure you understand the current customer experience strategy of the organisation. Familiarise yourself with their approach to customer engagement and how they handle complaints. This will help you demonstrate your knowledge and show how your experience aligns with their goals.
✨Showcase Your Leadership Style
As a Head of Customer Experience, your leadership style is crucial. Be prepared to discuss specific examples of how you've built high-performing teams and driven cultural change in previous roles. Highlight your collaborative approach and how it has led to successful outcomes in customer service.
✨Prepare for Evidence-Based Discussions
Since the role involves providing evidence-based insights to inform decisions at the Executive and Board level, come ready with data or case studies from your past experiences. This could include metrics on customer satisfaction improvements or successful digital transformations you've led.
✨Emphasise Your Commitment to Inclusion
Homes in Somerset values equality, diversity, and inclusion. Be sure to articulate your commitment to these principles during the interview. Share examples of how you've fostered an inclusive environment in your previous roles and how you plan to continue this in the new position.