Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the customer experience strategy and ensure exceptional service delivery in housing.
- Company: Join a forward-thinking housing provider committed to customer excellence.
- Benefits: Competitive salary, leadership role, and opportunity to shape customer experiences.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real impact on customer satisfaction and drive positive change in housing services.
- 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.
- Play a key role in embedding 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:
- 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 in London employer: Hyperion Partners
Contact Detail:
Hyperion Partners 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 connections in the housing sector, attend industry events, and engage on platforms like LinkedIn. We can’t stress enough how personal connections can open doors that applications alone can’t.
✨Tip Number 2
Prepare for interviews by researching the company’s customer experience initiatives. We recommend crafting specific examples from your past roles that showcase your leadership and compliance expertise. Show them you’re the perfect fit for their customer-first culture!
✨Tip Number 3
Follow up after interviews! A quick thank-you email reiterating your enthusiasm for the role can set you apart. We believe it shows your commitment and keeps you fresh in their minds.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of Customer Experience in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Head of Customer Experience role. Highlight your senior leadership experience in social housing and any relevant regulatory expertise. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can drive a customer-first culture. Be sure to mention specific examples from your past that demonstrate your skills.
Showcase Your Achievements: When detailing your experience, focus on your achievements rather than just responsibilities. Use metrics where possible to show how you've improved customer satisfaction or compliance in previous roles. Numbers speak volumes!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. We can't wait to hear from you!
How to prepare for a job interview at Hyperion Partners
✨Know Your Stuff
Make sure you’re well-versed in the regulatory frameworks and compliance standards relevant to social housing. Brush up on the Social Housing (Regulation) Act and Tenant Satisfaction Measures, as these will likely come up during your interview.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams and driven performance improvements in previous roles. Be ready to discuss specific strategies you've implemented that align with a customer-first culture and how they resulted in positive outcomes.
✨Engage with Customer Insights
Demonstrate your understanding of customer feedback mechanisms and how you’ve used insights to enhance service delivery. Bring along any relevant data or case studies that highlight your success in embedding a culture of continuous improvement.
✨Prepare for Board-Level Discussions
Since you'll be presenting to the Executive Team and Board, practice articulating your ideas clearly and confidently. Think about how you can convey complex information succinctly while showcasing your strategic mindset and problem-solving skills.