Head of Customer Experience
Location: Evesham, Worcestershire (with travel to other sites)
Salary: £69,762 per annum
Contract: Permanent, 37 hours per week
Rooftop Housing Group is seeking an experienced and strategic Head of Customer Experience to lead and continuously enhance the organisation’s approach to customer service, customer engagement, communications, and resident influence.
Reporting to the Executive Director - Customer, you will be responsible for developing and delivering an organisation wide Customer Experience Strategy that reflects our commitment to excellence and ensures compliance with the Consumer Standards of the Regulator of Social Housing.
This is a senior leadership role with responsibility for Customer Engagement, Communications, and all aspects of customer experience across our contact and engagement channels. You will play a key role in shaping corporate direction, improving customer satisfaction, and embedding resident voice in decision making.
Key Responsibilities:
- Lead the development and implementation of a comprehensive Customer Experience Strategy aligned to corporate objectives and regulatory requirements.
- Ensure customer insight, complaints learning, and performance data drive service improvement and policy development.
- Provide strategic leadership for customer engagement, scrutiny, and co design, ensuring compliance with statutory guidance and best practice.
- Oversee customer contact services, ensuring efficient, high quality, omni channel access and consistent service standards.
- Lead and manage the organisation’s internal and external communications strategy, maintaining reputation and delivering clear, impactful messaging.
- Promote and implement digital innovation in customer access, encouraging increased use of online services.
- Develop and maintain strong working relationships with colleagues, residents, partners, and external stakeholders.
- Ensure compliance with organisational policies, regulatory requirements, internal audits, and risk management frameworks.
- Manage directorate budgets effectively, ensuring value for money and accurate financial forecasting.
- Contribute to strategic planning, corporate governance, and organisational leadership as a member of the Leadership Team.
About you:
We are looking for a candidate who can demonstrate:
- A strong track record of delivering high-performing, customer focused services.
- Experience of using customer insight and complaints learning to shape services and drive improvements.
- A strong understanding of housing regulatory requirements, including resident engagement and consumer regulation.
- Experience leading communications, reputation management, or customer engagement functions.
- A proven ability to motivate, develop, and inspire teams.
- Excellent written and verbal communication skills, including report writing and presenting to senior audiences.
- Ability to analyse data, manage risk, and deliver strategic outcomes.
- Experience of implementing or championing digital solutions that improve customer experience.
- Demonstrable commitment to organisational values and customer excellence.
A CIH qualification (Level 5 or equivalent) and evidence of continuous professional development are essential.
What we offer
- A supportive, collaborative, and inclusive working environment.
- Opportunities for professional development and career advancement.
- Competitive salary and benefits package.
- Flexible and modern working arrangements.
How to apply
- To apply for this role, please submit your CV with a supporting statement and complete the shortlisting questions. Please complete these questions fully as shortlisting for this role will be evaluated based on the answers given. Applications will be marked on an anonymous basis at this stage and CV’s will only be reviewed once an applicant has been invited to attend an interview.
Apply at: Rooftop E-Recruit
For an informal discussion about the position, please contact Maria King: maria.king@rooftopgroup.org
Deadline for applications is 9am 23 April 2026
Interviews to take place: week commencing 27 April 2026
Please refer to the recruitment pack upon completing your application.
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