Find a job 
Featured Companies 
Featured Universities 
For Companies About the Role
Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.
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.
Essential Skills & Experience
* 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.
Desirable
* Experience in digital transformation and CRM systems.
* Change management and cultural transformation expertise.
What We Offer
* Competitive day rate or salary. xiskglj
* Flexible working arrangements (hybrid options available).
* Opportunity to make a real impact on residents’ lives during a key transformation period
Contact Detail:
The Oyster Partnership Recruiting Team
