Location – Hybrid / Sevenoaks, Kent TN13 (minimum 2 days in office)
Contract: Permanent
Hours: 37 per week (Mon–Thurs 8.45am–5.15pm, Fri 8.45am–4.45pm)
Salary - £72,000 per annum
About the Role
We are is seeking an experienced and dynamic Head of Customer Voice to lead its customer engagement strategy, complaints service, and resident involvement programme. This senior role is central to ensuring customer insight shapes strategic decisions and service improvements across the organisation.
You’ll lead two key teams – Customer Resolution and Resident Involvement – and will play a vital role in making sure residents are heard, complaints are effectively handled, and services evolve in response to what customers tell us.
Key responsibilities
- Leading the delivery of customer-centred services and championing the customer voice at a strategic level
- Driving performance across complaints handling, ensuring compliance with the Housing Ombudsman Code
- Developing and implementing the Resident Involvement Strategy, increasing engagement and inclusion
- Using data and feedback to identify service improvements, track KPIs, and ensure continuous learning
- Representing the customer voice at leadership level, influencing key decisions
- Supporting organisational improvement through the analysis of complaints, case trends, and resident feedback
- Managing budgets, leading high-performing teams, and ensuring value for money
- Proven experience in a senior customer-focused role, ideally within housing or a regulated sector
- Strong leadership and team development skills
- Track record of delivering successful strategies that improve customer satisfaction
- Experience with complaints handling, performance analysis, and regulatory compliance
- Excellent communication skills and the ability to engage with stakeholders at all levels
- Strong analytical mindset with the ability to present data clearly to drive decisions
- Educated to degree level or with equivalent senior experience in the sector
- CIH Level 4 qualification (or willingness to work towards it)
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk
