At a Glance
- Tasks: Lead resident engagement and improve housing services for a better community experience.
- Company: Ealing Council, dedicated to enhancing resident satisfaction and inclusivity.
- Benefits: Full-time position with opportunities for professional growth and community impact.
- Other info: Join a diverse team committed to equality and inclusivity in the workplace.
- Why this job: Shape the future of housing services and make a real difference in residents' lives.
- Qualifications: Senior leadership experience in customer service and strong community engagement skills.
The predicted salary is between 40000 - 50000 £ per year.
Ealing Council offers a full‑time senior position focused on improving resident experience across housing services. The role leads resident engagement, complaints, and service improvement to make services inclusive, responsive and outcome‑driven.
Responsibilities
- Lead resident engagement, ensuring residents can influence and co‑design services.
- Deliver the Resident Engagement Strategy, ensuring engagement reflects our diverse communities.
- Lead the complaints service, improving response times, quality and learning.
- Drive service improvements linked to the Regulator of Social Housing Transparency, Influence and Accountability Standard.
- Use feedback, complaints and satisfaction data to improve services.
- Work with residents and senior leaders to shape the Resident Experience strategy.
- Promote excellent customer service and inclusive practice, strengthening connected communities.
- Monitor performance and report on key indicators.
Qualifications
- Senior leadership experience in customer or resident experience, ideally in the public sector.
- Strong understanding of community engagement and resident‑focused services.
- Excellent communication and stakeholder management skills.
- Experience leading teams and driving organisational change.
- Ability to use data to inform decisions and improve services.
- Knowledge of relevant legislation and frameworks.
- A relevant degree or equivalent experience.
- A Level 5 Housing qualification (or willingness to work towards this).
- Right to work in the UK.
Right to work evidence will be requested at the interview stage. Ealing Council is committed to equality of opportunity and to being fair and inclusive. We welcome applications from all residents of the borough, particularly those early or mid‑career professionals who are underrepresented in the workforce. Please note all applications will be determined on merit.
Contact: Chris Shoubridge, Assistant Director of Landlord Services, cshoubridge001@ealing.gov.uk.
Closing date: 28 June 2026. Interviews: to be held week commencing 13 July 2026.
Head of Resident Experience employer: London Borough of Ealing
Ealing Council is an exceptional employer that prioritises resident engagement and community inclusivity, making it a rewarding place to work for those passionate about improving public services. With a strong commitment to employee development and a culture that values diverse perspectives, staff are empowered to lead meaningful change while enjoying a supportive work environment. Located in the vibrant borough of Ealing, employees benefit from a dynamic community atmosphere and opportunities to make a tangible impact on residents' lives.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Resident Experience
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or local community groups. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research Ealing Council and their Resident Engagement Strategy. Be ready to discuss how your experience aligns with their goals and how you can drive service improvements.
✨Tip Number 3
Showcase your data skills! Be prepared to talk about how you've used feedback and satisfaction data in the past to enhance services. This will demonstrate your ability to make informed decisions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team and making a difference in resident experience.
We think you need these skills to ace Head of Resident Experience
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the Head of Resident Experience role. We want to see how you can lead resident engagement and improve services, so don’t hold back on showcasing relevant achievements!
Showcase Your Communication Skills:Since this role involves a lot of stakeholder management, it’s crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and maybe share examples of how you've effectively engaged with communities in the past.
Highlight Data-Driven Decisions:We love candidates who can use data to inform their decisions! Be sure to mention any experience you have with using feedback or satisfaction data to drive service improvements. This will show us that you understand the importance of being outcome-driven.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at London Borough of Ealing
✨Know Your Community
Before the interview, take some time to research Ealing Council and its diverse communities. Understand the specific challenges residents face and think about how you can contribute to improving their experience. This will show your genuine interest in the role and your commitment to resident engagement.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led teams or driven organisational change. Highlight how you’ve improved customer service or resident-focused services in previous roles. This will demonstrate your capability to lead the Resident Experience strategy effectively.
✨Data-Driven Decision Making
Be ready to discuss how you’ve used data to inform decisions in your previous roles. Bring examples of how feedback, complaints, and satisfaction data have led to service improvements. This will illustrate your analytical skills and your ability to enhance services based on real insights.
✨Engagement Strategy Insights
Familiarise yourself with best practices in resident engagement strategies. Think about how you would approach co-designing services with residents and how you can ensure inclusivity. Sharing innovative ideas during the interview will set you apart as a forward-thinking candidate.
