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- Tasks: Lead customer experience transformation in social housing services and drive service improvement.
- Company: Dynamic organisation focused on enhancing resident experiences in social housing.
- Benefits: Competitive salary, flexible working arrangements, and impactful work.
- Why this job: Make a real difference in residents' lives during a crucial transformation period.
- Qualifications: Proven leadership in customer experience and strong knowledge of housing regulations.
- Other info: Opportunity to inspire a high-performing team and foster innovation.
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 in London 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 in London
✨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 customer experience strategies. Be ready to discuss how your leadership experience can drive their transformation goals. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation and reiterate your enthusiasm for the role. It keeps you fresh in their minds and shows your commitment.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you ace your job search. Plus, applying directly gives you a better chance of standing out in the crowd. Let’s get you that Head of Customer Experience role!
We think you need these skills to ace Head of Customer Experience - Social Housing in London
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. We’re looking for someone who can inspire a high-performing team, so share examples of how you've led teams to success in the past.
Demonstrate Your Data-Driven Approach: Since we value a data-driven approach, include specific instances where you’ve used data insights to drive service improvement. This will show us that you understand the importance of performance monitoring and quality assurance.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at The Oyster Partnership
✨Know Your Stuff
Make sure you brush up on your knowledge of housing regulations and tenant rights. Familiarise yourself with the Consumer Standards and the Housing Ombudsman Complaint Handling Code, as these will likely come up in conversation.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience in customer experience roles. Think about times when you've inspired a team or driven cultural change, and be ready to discuss how you can bring that expertise to the role.
✨Data is Your Friend
Since this role requires a data-driven approach, be prepared to talk about how you've used data insights to drive service improvement in the past. Bring specific examples of performance monitoring and quality assurance frameworks you've implemented.
✨Engage with Resident Involvement
Demonstrate your commitment to resident involvement by discussing how you've previously gathered and acted on feedback. Highlight any successful initiatives where resident engagement led to improved services or outcomes.
