Senior Resident Engagement and Resolution Leader
6 days ago
We are working with a prominent housing provider to recruit an Interim Head of Resident Engagement. This exciting opportunity allows you to join a leading organisation that prioritises resident voices.
Job OverviewThis interim role is ideal for a senior leader with experience in customer service, resident engagement or similar fields. You will oversee the complaints-handling team, ensuring efficient resolution of customer complaints while maintaining compliance with strategic and regulatory standards.
Key Responsibilities- Complaints-Handling Team Oversight: Lead the team to resolve customer complaints efficiently, adhering to regulatory and strategic standards.
- Lessons Capture and Embedment: Design robust mechanisms to capture lessons from complaints and implement them across the organisation, collaborating with heads of service for strategic enhancements.
- Team Leadership during Transformation: Guide both teams through the organisation's Connect transformation programme, introducing effective structures and innovative ways of working to optimise resident engagement.
- A strong background in senior leadership roles related to customer service, resident engagement or similar fields, preferably within housing or regulated environments.
- Demonstrable experience leading and managing teams focused on complaint resolution and resident engagement, driving up customer satisfaction rates.
- Proven ability to lead teams through significant organisational change and transformation projects.
- Strong skills in building partnerships and ensuring effective cross-functional communication.
The salary range for this position is £550 - £650 per day (inside IR35). As a valued member of our team, you will also receive a comprehensive benefits package.
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