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- Tasks: Lead customer-focused transformation in social housing services and inspire a high-performing team.
- Company: Join a forward-thinking organisation dedicated to improving residents' lives.
- Benefits: Competitive salary, flexible working arrangements, and impactful work.
- Why this job: Make a real difference in residents' lives during a key transformation period.
- Qualifications: Proven leadership in customer experience within social housing and strong knowledge of housing regulations.
- Other info: Opportunity for hybrid work and involvement in digital transformation.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking an experienced Interim Head of Customer Experience to lead and deliver a customer-focused transformation within our social housing services. This is a critical leadership role where you will ensure residents remain at the heart of everything we do, while driving compliance, service improvement, and cultural change.
If you have a strong background in housing associations or local authorities, and can hit the ground running, we want to hear from you.
Key Responsibilities- Develop and implement a Customer Experience Strategy aligned with organisational priorities and regulatory standards.
- Oversee all customer-facing services, including contact centres, complaints handling, resident engagement, and digital channels.
- Drive continuous improvement through data insights, performance monitoring, and quality assurance frameworks.
- Ensure compliance with Consumer Standards, the Housing Ombudsman Complaint Handling Code, and sector regulations.
- Lead and inspire a high-performing team, fostering a culture of accountability and innovation.
- Champion resident involvement, ensuring feedback informs service design and delivery.
- Proven leadership experience in customer experience within social housing, housing associations, or local authorities.
- Strong knowledge of housing regulations, tenant rights, and sector-specific challenges.
- Track record in complaints management, service redesign, and resident engagement.
- Excellent stakeholder management and influencing skills at senior level.
- Data-driven approach to decision-making and performance improvement.
- Chartered Institute of Housing (CIH) qualification or equivalent professional accreditation.
- Experience in digital transformation and CRM systems.
- Change management and cultural transformation expertise.
- Competitive day rate or salary.
- Flexible working arrangements (hybrid options available).
- Opportunity to make a real impact on residents’ lives during a key transformation period.
Head Of Customer Experience - Social Housing employer: The Oyster Partnership
Contact Detail:
The Oyster Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head Of Customer Experience - Social Housing
✨Tip Number 1
Network like a pro! Reach out to your connections in the social 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 organisation's current challenges and successes. Tailor your responses to show how your experience aligns with their goals, especially around customer experience and compliance.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've driven cultural change and improved services in previous roles. This will demonstrate your capability to lead a high-performing team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head Of Customer Experience - Social Housing
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer experience within social housing. We want to see how your background aligns with our mission to keep residents at the heart of everything we do.
Showcase Your Leadership Skills: In your application, emphasise your proven leadership experience and how you've inspired teams in previous roles. We’re looking for someone who can drive cultural change and foster a high-performing environment.
Highlight Data-Driven Decisions: Demonstrate your ability to use data insights for performance improvement. Share examples of how you've used data to enhance customer experience or service delivery in your past roles.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to make a real impact on residents’ lives.
How to prepare for a job interview at The Oyster Partnership
✨Know Your Stuff
Make sure you brush up on the latest housing regulations and tenant rights. Familiarise yourself with the Consumer Standards and the Housing Ombudsman Complaint Handling Code. This knowledge will not only help you answer questions confidently but also show that you're serious about the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past, especially in customer experience roles. Think about times when you inspired your team or drove cultural change. Be ready to discuss your approach to fostering accountability and innovation within a team setting.
✨Data is Your Best Friend
Since this role requires a data-driven approach, come prepared with examples of how you've used data insights to drive service improvement. Discuss specific metrics you've monitored and how they informed your decision-making process. This will demonstrate your analytical skills and commitment to continuous improvement.
✨Engage with Resident Feedback
Be ready to talk about how you've championed resident involvement in previous roles. Share examples of how you've used feedback to inform service design and delivery. This shows that you understand the importance of putting residents at the heart of everything you do.
