Head of Resident Experience

Head of Resident Experience Birmingham Circa 66,003 per annum Full time Main Purpose of the Role The Head of Resident Experience will lead the organisations approach to delivering high-quality customer services that meet the diverse needs of our residents. This role is pivotal in developing and overseeing resident engagement and developing insight that not only complies with regulatory standards but also maximises resident satisfaction. As Concepts resident champion, you will ensure the organisation gains meaningful insight into residents needs and incorporates their views into service development and delivery. As the Head of Resident Experience, you will also lead the relationship with the Housing Ombudsman, ensuring a compliant, high quality, resident centric complaints service is in place. A key responsibility of the role will be to drive the digital transformation of resident services, leveraging technology to enhance efficiency and outcomes. As the Head of Resident Experience, you will inspire and lead your team to deliver exceptional performance, while ensuring that team members possess the necessary skills to meet our residents expectations. Key Responsibilities As the Head of Resident Experience, you will lead a dynamic team responsible for delivering multi-channel customer services, with a strong emphasis on achieving a right first time resolution for residents. You will harness the power of technology and data to drive continuous improvement, ensuring services are responsive, efficient, and tailored to the diverse needs of our residents. A core part of your role will be to shape and lead the organisations resident engagement strategy. You will ensure that residents voices are heard and meaningfully influence how services are designed and delivered. This includes developing a robust resident satisfaction framework that aligns with regulatory standards and utilises a variety of engagement methods to capture valuable insights. You will produce regular insight reports that highlight key trends and lessons learnt, fostering a culture of continuous learning and improvement across the organisation. As a champion of resident-centricity, you will lead initiatives to embed this ethos throughout the workforce, providing training, guidance, and support to ensure all staff are committed to listening and actively responding to resident feedback. You will alare manage the organisations relationship with the Housing Ombudsman, ensuring that complaint handling is of the highest standard and that learning from complaints is embedded into service delivery. Your leadership will ensure that operational practices are underpinned by strong policies and performance frameworks. Collaboration will be key, as you work closely with internal teams and external partners to enhance service delivery. You will lead projects aimed at improving outcomes for residents, and work alongside the Head of Residents and Support to ensure residents are actively involved in shaping our services. You will foster a culture of high-performance within your team, encouraging innovation and a proactive approach to service delivery. By identifying and addressing learning and development needs, you will ensure your team has the skills and confidence to meet the evolving expectations of residents. The desirable skills and experience for this role are: CIH Level 5 Diploma in Housing, or higher education qualification in housing (or relevant experience and open to gaining a relevant qualification if required by government). Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Head of Resident Experience, please contact HR. TPBN1_UKTJ

Created: 2025-08-16