Senior Resident Engagement and Resolution Leader

6 days ago


London, Greater London, United Kingdom MMP Consultancy Full time
About MMP Consultancy

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 Overview

This 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.
Requirements
  • 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.
Salary and Benefits

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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