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Ebonnie Goss Associate Director
Job Description
Interim Head of Resident Engagement and Resolution
Location: Remote/Flexible with occasional site visits
Contract: Interim
Rate: £550 - £650 per day (inside IR35)
We are working on behalf of a prominent housing provider to recruit an Interim Head of Resident Engagement. This is a unique opportunity for an experienced leader to drive resident engagement and shape service delivery in a highly impactful role.
Key Responsibilities:
- Oversee the complaints-handling team, ensuring efficient resolution of customer complaints while maintaining compliance with strategic and regulatory standards. Aim for a seamless customer experience that meets and exceeds expectations.
- Head up the team responsible for implementing the Customer Engagement Strategy and supporting resident-led scrutiny groups to ensure resident input shapes service delivery and improvements.
- Design robust mechanisms to capture lessons from complaints and embed them across the organisation, collaborating with heads of service to drive strategic enhancements.
- Lead both teams through the organisation's Connect transformation programme, introducing effective structures and innovative ways of working to optimise resident engagement.
- Work closely with other departments to integrate resident feedback into broader service strategies and influence positive change at all levels of the organisation.
Candidate Profile:
- Strong background in senior leadership roles related to customer service, resident engagement, or similar fields, ideally within housing or regulated environments.
- Demonstrable experience leading and managing teams focused on complaint resolution and resident engagement, driving up customer satisfaction rates.
- Experienced in leading teams through significant organisational change and transformation projects.
- Capable of designing and implementing impactful engagement strategies that resonate with residents and stakeholders alike.
- Strong skills in building partnerships and ensuring effective cross-functional communication.
- A deep commitment to service excellence and improving the resident experience through active listening and action.
This is an exciting opportunity to join a leading housing provider in a role that places residents' voices at the heart of the business. If you are passionate about driving change and leading teams to achieve exceptional resident outcomes, we encourage you to apply.
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Please note this position will be working 3 days from home.
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- Assisting the Senior Contract Manager where necessary to deliver the requirements of the Contract.
- Have a focus on safety first with all risks identified immediately escalated to the Senior Contract Manager
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Requirements:
- Proven project management or contract experience
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* Proactively respond to expressions of dis- satisfaction at the initial stage, preventing escalation wherever possible.
* Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes
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* Attend monthly contract meetings and supply relevant reports
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