At a Glance
- Tasks: Lead the customer experience strategy and ensure exceptional service delivery in housing.
- Company: Forward-thinking housing provider committed to customer excellence.
- Benefits: Competitive salary, permanent position, and opportunities for professional growth.
- Other info: Join a dynamic team focused on continuous improvement and customer satisfaction.
- Why this job: Shape the future of customer experience in social housing and make a real difference.
- Qualifications: Senior leadership experience in social housing and strong regulatory knowledge required.
The predicted salary is between 60000 - 70000 £ per year.
Join a forward-thinking housing provider as an experienced and strategic Head of Customer Experience, on a permanent basis, based in Suffolk. This is a pivotal leadership role, responsible for shaping and delivering an exceptional customer journey across housing services, while ensuring full compliance with the evolving regulatory framework governing the social housing sector.
Location: Suffolk
Full-Time | Permanent
Salary: £60,000 - £70,000
Core focus of the role
- Lead the organisation’s customer strategy, ensuring services are accessible, responsive, compliant, and aligned with consumer standards.
- Embed a customer‑first culture while ensuring adherence to regulatory requirements, including the Social Housing (Regulation) Act, Consumer Standards, Tenant Satisfaction Measures (TSMs), complaints handling requirements, and safeguarding obligations.
- Drive performance improvement across customer‑facing services.
Day‑to‑day of the role
- Develop and deliver a comprehensive Customer Experience Strategy aligned to corporate objectives.
- Lead customer services, complaints handling, engagement, and service improvement functions.
- Ensure compliance with the Regulator of Social Housing Consumer Standards and all relevant housing legislation.
- Oversee performance against Tenant Satisfaction Measures (TSMs) and regulatory KPIs.
- Lead on complaints management in line with Housing Ombudsman requirements.
- Embed safeguarding, equality, and diversity best practice across customer services.
- Drive a culture of continuous improvement, accountability, and transparency.
- Provide assurance to the Executive Team and Board on customer performance and regulatory compliance.
- Oversee customer insight, feedback mechanisms, and service co‑production initiatives.
- Ensure robust governance, policy development, and risk management frameworks are in place.
Skills you need
Our client is seeking a confident and credible senior leader who combines customer excellence with regulatory expertise.
You Will Have
- Senior leadership experience within social housing or a regulated housing environment.
- Strong knowledge of the Regulator of Social Housing Consumer Standards and compliance frameworks.
- Experience leading on Tenant Satisfaction Measures (TSMs) and performance reporting.
- Proven track record of managing complaints and meeting Housing Ombudsman requirements.
- Strong understanding of housing legislation, safeguarding, and equality standards.
- Experience presenting reports to Boards or Committees.
- The ability to lead, inspire, and develop high‑performing teams.
- A strategic mindset with strong analytical and problem‑solving skills.
Desirable
- CIH qualification or relevant degree.
- Experience leading organisational change or service transformation.
Head of Customer Experience employer: Hyperion Partners
As a forward-thinking housing provider based in Suffolk, we pride ourselves on fostering a dynamic work environment that prioritises employee growth and development. Our commitment to a customer-first culture is matched by our dedication to compliance and excellence, offering competitive salaries and a supportive atmosphere where innovative ideas are encouraged. Join us to make a meaningful impact in the social housing sector while enjoying the unique advantages of working in a vibrant community.
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 your connections in the housing sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching the company’s customer experience strategies. Be ready to discuss how your leadership can enhance their services and align with regulatory standards. Show them you’re the strategic thinker they need!
✨Tip Number 3
Don’t just wait for job postings; be proactive! Visit our website regularly and apply directly through us. This shows initiative and can set you apart from other candidates.
✨Tip Number 4
Practice your pitch! Prepare a brief summary of your experience and how it relates to the Head of Customer Experience role. This will help you communicate your value clearly and confidently during interviews.
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer experience and regulatory compliance. We want to see how your skills align with the role of Head of Customer Experience, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills:This role is all about strategic leadership, so be sure to include examples of how you've led teams and driven performance improvements in previous roles. We love seeing candidates who can inspire and develop high-performing teams!
Demonstrate Your Knowledge of Regulations:Since compliance is key in this position, make it clear that you understand the Regulator of Social Housing Consumer Standards and other relevant legislation. We’re looking for someone who can navigate these frameworks with ease, so share any specific experiences you have.
Apply Through Our Website:We encourage you to submit your application through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Hyperion Partners
✨Know Your Stuff
Make sure you brush up on the Regulator of Social Housing Consumer Standards and the latest housing legislation. Being able to discuss these topics confidently will show that you're not just familiar with the rules, but that you can navigate them effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past, especially in a customer-focused environment. Think about specific challenges you faced and how you inspired your team to overcome them. This will demonstrate your ability to lead and develop high-performing teams.
✨Understand the Customer Journey
Be ready to talk about how you would shape an exceptional customer journey. Consider what strategies you would implement to ensure services are accessible and responsive, and how you would embed a customer-first culture within the organisation.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, like managing complaints or ensuring compliance with regulations. Practise your responses to these scenarios so you can articulate your thought process clearly and show your strategic mindset.
