At a Glance
- Tasks: Lead resident engagement and improve housing services for a better community experience.
- Company: Ealing Council, dedicated to inclusivity and community-focused services.
- Benefits: Full-time senior role with opportunities for professional growth and community impact.
- Other info: Join a diverse team committed to equality and making a positive impact.
- Why this job: Shape the future of resident experience and make a real difference in people's 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.
Closing date: 28 June 2026. Interviews: to be held week commencing 13 July 2026.
Head of Resident Experience in London employer: London Borough of Ealing
Ealing Council is an exceptional employer dedicated to enhancing resident experiences through inclusive and responsive housing services. With a strong commitment to community engagement, employees benefit from a supportive work culture that values diversity and promotes professional growth, making it an ideal place for those seeking meaningful and impactful careers in the public sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Resident Experience in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the hunt for the Head of Resident Experience role. 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 by researching Ealing Council's current resident engagement strategies. Show us that you’re not just interested in the role, but that you’re ready to hit the ground running with ideas that align with their goals.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've improved resident experiences in the past. We want to hear about your successes and how you’ve used feedback to drive service improvements.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team and making a difference in the community.
We think you need these skills to ace Head of Resident 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 resident engagement and service improvement. We want to see how your skills align with our mission to enhance the resident experience!
Showcase Your Leadership Skills:As a senior position, we’re looking for evidence of your leadership experience. Share specific examples of how you've led teams or driven change in previous roles, especially in customer-focused environments.
Use Data to Your Advantage:Demonstrate your ability to use data effectively. Mention any instances where you’ve used feedback or performance metrics to improve services. This will show us that you can make informed decisions that benefit residents.
Apply Through Our Website:Don’t forget to submit your application through our official website! It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team.
How to prepare for a job interview at London Borough of Ealing
✨Know Your Stuff
Make sure you’re well-versed in the Resident Engagement Strategy and how it aligns with Ealing Council's goals. Brush up on community engagement practices and be ready to discuss how you can make services more inclusive and responsive.
✨Showcase Your Leadership Skills
Prepare examples of your senior leadership experience, especially in customer or resident experience. Think about times when you’ve successfully led teams or driven organisational change, and be ready to share these stories during the interview.
✨Data is Your Friend
Familiarise yourself with how to use feedback, complaints, and satisfaction data to inform decisions. Be prepared to discuss specific metrics you’ve used in the past to improve services and how you would apply this knowledge at Ealing Council.
✨Engage with the Community
Demonstrate your understanding of the diverse communities within Ealing. Think about how you would ensure that residents can influence and co-design services, and be ready to share innovative ideas on promoting excellent customer service.
