Job Description
Job Title: Head of Resident Experience
Location: Perceval House, Ealing
Directorate: Housing & Environment
Department: Landlord Services
Contract Details:
Type: Temporary
Pay: 450 per hour day Umbrella
Location: Perceval House, Ealing
Working Arrangements: Hybrid - 2 days per week from home
Hours: Full time, 35 hours per week (Monday to Friday)
Adecco are recruiting on behalf of Ealing Council for a Head of Resident Experience to join their Housing & Environment Directorate. This is a senior leadership role responsible for driving a customer-focused housing service, improving resident satisfaction, and leading high-performing teams across resident engagement and complaint resolution.
About the Role
The Head of Resident Experience will lead strategic and operational delivery across resident engagement and complaints, ensuring services are responsive, compliant, and continuously improving. You will play a key role in shaping the customer journey, enhancing service delivery, and ensuring high levels of tenant satisfaction.
Key Responsibilities
Lead and manage Resident Engagement and Complaint Resolution teams to deliver a customer-centric service
Ensure complaints are resolved within agreed timeframes, driving service improvements based on feedback and insights
Monitor and analyse service performance data, identifying trends and implementing improvements
Provide strategic leadership, fostering a culture of continuous improvement and excellence
Lead on resident engagement initiatives, ensuring inclusivity and meaningful participation
Develop and implement strategies to enhance customer experience and meet regulatory standards
Oversee Tenant Satisfaction Measures and deliver associated improvement plans
Manage budgets, ensuring financial compliance and value for money
Build strong relationships with internal teams, stakeholders, and community partners
Ensure compliance with legislation, policies, and safeguarding requirements
Prepare reports, briefings, and presentations for senior leadership and stakeholders
Lead on risk management, business continuity, and service resilience planning
Key Requirements
Extensive experience in resident engagement, customer experience, or housing services
Proven leadership experience managing and motivating teams
Strong understanding of performance management, data analysis, and service improvement
Excellent communication and stakeholder management skills
Experience working within a regulatory or compliance-driven environment
Ability to drive cultural change and continuous improvement
Knowledge of housing legislation, consumer standards, and best practice
Degree-level education or equivalent experience
Housing qualification (Level 5 CIH or equivalent) or willingness to work towards
Additional Information
This role is subject to a Disclosure and Barring Service (DBS) check
Ealing Council is committed to safeguarding and promoting the welfare of children and vulnerable adults
The role requires collaboration with a wide range of internal and external stakeholders, including residents, community groups, and regulatory bodies
Apply Now:
If you have the skills and experience required for this role, we encourage you to apply. Should your CV be shortlisted, an Adecco Consultant will contact you to discuss progressing your application to the client.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)
