Client Local Authority in EalingJob Title Head of resident experiencePay Rate 500+ Daily UMBRELLAHours 35 Hours a week(Mon-Fri)Duration Initial 3 month ContractLocation HYBRID WORKING-Description Purpose of roleThe Head of Housing Resident Experience will lead and manage teams to ensure a customer-centric service that focuses on understanding and enhancing the customer journey, while ensuring effective performance of service delivery and providing assurance of achieving high tenant satisfaction. To ensure that resident complaints are resolved and responded to within agreed timeframes through leadership of the complaint''s resolution team, driving high resident satisfaction, and implementing improvement projects based on lessons learned. To conduct comprehensive performance monitoring on key service delivery metrics, analysing data to identify trends, strengths, and areas for improvement, and provide actionable insights and recommendations to senior management to drive continuous improvement across the service and ensure the organisation remains a leader in regulatory adherence. To lead on Resident engagement across the housing service ensuring that the service provides support to residents to help them to get involved, engages with a diverse range of residents and focuses on achieving service improvement outcomes as a result of effective engagement. Developing and implementing innovative strategies to enhance customer experience, ensuring that services are responsive, ..... full job details .....