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Head of Customer Experience Lead customer experience, resident engagement and communications in a senior housing role, using insight, complaints learning, stakeholder engagement and service improvement to shape inclusive, high-quality services for residents. If you’ve also worked in the following roles, we’d also like to hear from you: Director of Resident Services, Head of Resident Engagement, Head of Customer Insight, Head of Communications, Resident Experience Manager, Head of Customer Service, Customer Experience Director, Customer Experience Manager SALARY: £69,762 per annum + Benefits LOCATION: Evesham, Worcestershire (with travel to other sites) JOB TYPE: Full-Time, Permanent WORKING HOURS: 37 hours per week JOB OVERVIEW We have a fantastic new job opportunity for a Head of Customer Experience to lead and continuously enhance customer service, engagement, communications and resident influence across homes and communities. Working closely with the Executive Director – Customer, you will develop and deliver an organisation-wide Customer Experience Strategy aligned to corporate objectives and regulatory standards, including the Consumer Standards of the Regulator of Social Housing. As the Head of Customer Experience you will play a key role in shaping corporate direction, embedding resident voice in decision-making and improving customer satisfaction, trust and outcomes. This is an excellent opportunity for a strategic leader who is passionate about service improvement, innovation and positive change at senior level. DUTIES Your duties as the Head of Customer Experience include: • Set Strategic Direction: Lead the development and delivery of a comprehensive Customer Experience Strategy aligned to corporate objectives and regulatory requirements, • Champion Resident Voice: Ensure customer insight, feedback, complaints learning and performance data inform decision-making, policy development and service delivery, • Drive Service Improvement: Translate insight and data into measurable improvements in customer satisfaction, service quality and outcomes, • Lead Engagement and Scrutiny: Oversee resident engagement, scrutiny and co-design activities in line with statutory guidance and best practice, • Oversee Customer Contact Services: Ensure efficient, high-quality, omni-channel access and consistent service standards across all customer touchpoints, • Lead Communications Strategy: Manage internal and external communications, maintaining organisational reputation and delivering clear, accessible messaging, • Promote Digital Innovation: Champion digital solutions that enhance customer access and encourage use of online services, • Build Strong Relationships: Develop effective partnerships with colleagues, residents, stakeholders and external partners, • Ensure Compliance and Governance: Maintain compliance with housing regulation, internal policies, audit requirements and risk management frameworks, • Manage Budgets: Oversee directorate budgets, ensuring value for money and effective financial planning and forecasting, • Contribute to Leadership: Play an active role in strategic planning, corporate governance and organisational leadership as part of the senior leadership team CANDIDATE REQUIREMENTS • CIH Level 5 qualification (or equivalent), • Strong track record of delivering high-performing, customer-focused services, • Experience using customer insight, complaints learning and data to drive service improvements, • Strong understanding of housing regulatory requirements, including resident engagement and consumer regulation, • Experience leading communications, reputation management or customer engagement functions, • Proven ability to motivate, develop and inspire teams, • Excellent written and verbal communication, including report writing and presenting to senior stakeholders, • Ability to analyse data, manage risk and deliver strategic outcomes, • Experience implementing or championing digital solutions to improve customer experience, • Demonstrable commitment to organisational values and customer excellence, • Commitment to ongoing professional development BENEFITS • Supportive, collaborative and inclusive working environment • Flexible and modern working arrangements • Competitive salary and benefits package • Opportunities for professional development and career progression • The chance to make a visible impact on customers and communities APPLY TODAY… By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P14580 Permanent, Full-Time Jobs, Careers and Vacancies. Find a new job and work in Evesham, Worcestershire, West Midlands. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency. awd online | AWD-IN-SPJ

A proactive, team-oriented mindset with a strong focus on client experience. This is an opportunity to join a growing private jet brokerage in a pivotal operational role, supporting the delivery of high-value charter flights for UHNW and corporate clients. You will be joining a collaborative and fas

Part Time Client Finance ManagerRutland, Leicestershire28 hours per week, flexible working pattern£35,000 to £40,000 FTEBlusource are working with a long established commercial property business to recruit a Part Time Client Finance Managerto join their small and friendly team in Rutland.

You will report to the Director of Client Services and collaborate with other departments, such as Product, Creative, Technical, Analytics, and Sales. Seeking a motivated Client Services Associate for the team to support quality campaigns and business growth. Help maintain client promotions, alignin

In this role, you will manage UK tax reporting for clients, deliver complex consulting projects, and support business development efforts.

A leading tech company in Greater London is seeking a Client Service Manager to enhance client relationships and grow accounts. In this strategic role, you will manage client needs, oversee communication, and lead a team tailored to client demands.

A boutique financial planning firm in East London seeks an experienced Client Services Manager to provide operational support and ensure smooth client administration. The successful candidate will manage onboarding, platform administration, and workflow processes, allowing advisers to focus more on

An established industry player is seeking a Technical Services Manager to lead their engineering workforce in Bradford. This role involves managing M&E services, ensuring compliance, and developing client relationships.

Our client delivers a broader range of communications projects through print and digital media, with the logistical capability to deliver to exact client needs, at multiple locations across the UK and internationally. Responsible for the retention, development and growth of specific assigned account

Previous experience in a similar role (Office Assistant, Team Assistant, Receptionist or Office Manager) Experience working in a fast‑paced environment with strong attention to detail Strong organisational skills and a proactive approach Clear communication skills and confidence dealing with senio

A respected accountancy firm in Greater London is seeking an experienced Tax Manager to manage a diverse portfolio of personal and corporate tax clients.

Assisting with the management of a diverse and broad portfolio of client engagements, while delegating responsibility to junior staff (Associates) and consulting Managers, Senior Managers and Directors where applicable. We work within both PwC’s Private Client Network and AIF network, collaboratin

A well-established accountancy practice in Greater London seeks a part-qualified ACCA/ACA professional to manage client portfolios and enhance their accounting skills.

A minimum of 6 years’ experience in client servicing roles within an agency, with a minimum of 1 year specifically managing a QSR or Hospitality brand either at Account Manager or Senior Account Manager level. Work with the Business Director to identify opportunities to upsell, cross-sell and expa

Guidant Global is looking for an experienced and relationship driven Client Services Manager to lead service delivery for one of our established RPO programmes in the Milton Keynes area. Managing senior client relationships, attending review meetings, and providing subject matter expertise.

As a Senior Client Services Manager at Epsilon, you will be the driving force behind client success, leading a diverse portfolio of high-profile brands. You’ll be at the forefront of shaping client strategies, demonstrating Epsilon’s advanced digital marketing and MarTech solutions to create mea

Working closely with experienced Private Client Partners, Directors and Senior Managers and having the responsibility of helping develop new client relationships and deliver complex projects, identifying and pursuing new opportunities from within our market. We are seeking a Private Client UK/US Man

Job Role: CLIENT SERVICES SENIOR ACCOUNT MANAGER. A minimum of 6 years’ experience in client servicing roles within an agency, with a minimum of 1 year specifically managing a QSR or Hospitality brand either at Account Manager or Senior Account Manager level. Work with the Business Director to ide

A leading insurance brokerage in the United Kingdom is seeking a Client Manager for their healthcare team. The role involves a variety of tasks, ensuring accuracy and efficient service delivery across the client's portfolio. This role focuses on managing the daily servicing of Healthcare and Casualt

As the Client Services Manager you will take ownership and manage the internal Client Services team, you will provide strategic support across a mix of printed communications. You should be a self-motivated, outgoing Client Services Manager with a great sense of humour, able to deal with client pres

The Advisory Services Manager is the primary point of contact for advisory clients spanning the full client lifecycle—from negotiation of the Investment Management Agreement (IMA) through account onboarding and ongoing servicing. The Advisory Services Manager ensures that complex account structure

To perform competitor analysis for the IBUs, client introduction, provide analysis and ground intelligence, prepare customer maps of named customers, support the Manager - Client Services in contract negotiations, to identify right contacts in the client organizations and to inform IBU Manager - Cli

Were looking for a commercially minded Client Services Manager to join a growing team, managing a portfolio of high-profile clients across multiple sectors. Proven experience in a client services, account management, or customer success role. Youll take ownership of client onboarding, delivery,

A leading consulting firm in Greater London is seeking Associates to join their Client Service team. In this role, you will bridge the gap between clients and experts, focusing on project management, communication, and collaboration.

A leading professional services firm in Greater London is seeking an experienced Audit Manager to oversee audit engagements and manage client relationships.

We are very pleased to be partnered with our very established and successful client as they seek to recruit a full time permanent Client Manager to join their team at their offices in the centre of East Grinstead. For more information regarding this new and exciting Client Manager opportunity, pleas

A growing electrical compliance contractor is seeking an Electrical Contracts Manager to join its team in the East Midlands. Ideal candidates should have at least 2 years' experience as an Electrical Supervisor or Contracts Manager, strong communication skills, and relevant qualifications.

As a Senior Client Services Manager at Epsilon, you will be the driving force behind client success, leading a diverse portfolio of high-profile brands. You’ll be at the forefront of shaping client strategies, demonstrating Epsilon’s advanced digital marketing and MarTech solutions to create mea

Manage a portfolio of clients; main point of contact for all client queries. The roles give you total control over your client portfolio and allow for in‑depth, interesting work such as sophisticated tax involvement, helping clients refinance, buy/sell, etc. Client‑facing role, so must be person

As a Senior Client Services Manager at Epsilon, you will be the driving force behind client success, leading a diverse portfolio of high-profile brands. You’ll be at the forefront of shaping client strategies, demonstrating Epsilon’s advanced digital marketing and MarTech solutions to create mea

A forward-thinking, tech-enabled accountancy practice in Derby is seeking a motivated Accountant, available between Senior Accountant to Client Manager, to join their growing team. They are seeking an experienced and client-focused Accountant to join their team as a Portfolio Manager. Handling inbou

We are looking to hire an experienced Financial Planning Administrator or Client Services Manager who can become the operational anchor of the business. The firm structure today is deliberately simple: one lead financial planner (Emma) focused on client advice, and myself as Managing Director respon

Milton Keynes - Client Manager / Senior Accountant (Flexible Level). We are recruiting for a Client Manager / Senior Accountant job, to join a well-established and growing accountancy practice based in the Milton Keynes area, with a good reputation as an employer. If you have managerial experience s

Help maintain client promotions, aligning them with client marketing calendars and ensuring timely delivery. Collaborate closely with Client Services and Sales to assist with reporting, billing, and program health checks in order to drive increased revenue growth. You will report to the Director of

This role focuses on enhancing Client Services technology and involves close collaboration with various teams to ensure seamless operations. A global technology company in the UK is seeking a seasoned Product Manager to join their team.

As a Senior Client Services Manager at Epsilon, you will be the driving force behind client success, leading a diverse portfolio of high‑profile brands. You’ll be at the forefront of shaping client strategies, demonstrating Epsilon’s sophisticated digital marketing and MarTech solutions to cre

Working closely with experienced Private Client Partners, Directors and Senior Managers and having the responsibility of helping develop new client relationships and deliver complex projects, identifying and pursuing new opportunities from within our market. We are seeking a Private Client UK/US Man

A leading block management company in the UK is seeking an experienced individual for a property management role.The position involves close collaboration with Block Directors, leading meetings, and managing escalated issues.Candidates should have a minimum of 3 years in residential property managem

Collaborate closely with Client Services and Sales to assist with reporting, billing, and program health checks in order to drive increased revenue growth. Seeking a motivated Client Services Associate for the team to support quality campaigns and business growth. Help maintain client promotions, al

A global leader in aviation services is seeking a Product Manager to enhance internal platforms and tools supporting Client Services technology. This position is essential for improving client experiences through technology-driven solutions.

We are seeking a proactive, delivery-focused Client Services Project Manager to drive successful implementation and delivery of client-facing projects in line with scope, budget, and timeline. You will serve as the main client contact and ensure internal and external teams are aligned to project out

A leading professional services firm based in Greater London is seeking a Manager in People Consulting to drive innovative learning solutions and engage with clients in the financial services sector.

Working as part of a growing global team, as the Client Services Account Manager you will act as primary contact for your assigned clients providing collateral administration services to Collateralised Loan Obligation (CLOs) and Loan Portfolios. Job Title: Client Services Account Manager - Collatera

You have 4-6 years of experience in client services or account management at a social media, influencer marketing, or digital agency. You own your client relationships end-to-end: from brief intake and strategic alignment to influencer marketing campaign delivery and performance reporting. You trans

A leading outsourcing specialist in the United Kingdom is seeking a Client Services Manager to provide a profitable, efficient service to a diverse range of accounts across the country. The ideal candidate will have a strong account management background, particularly in direct mail or transactional

We are looking for a Senior Client Services Manager to join our growing Client Services team. As a Senior Client Services Manager, you will own and grow key client relationships, ensuring our services deliver measurable value, identifying opportunities to strengthen resilience and driving long‑ter

The role includes building client relationships, leading business development, and managing complex consulting projects. Join a firm committed to creating exceptional client service while supporting your personal priorities. A leading global consulting firm is looking for a Corporate Tax Manager in

Collaborate closely with Client Services and Sales to assist with reporting, billing, and program health checks in order to drive increased revenue growth. Help maintain client promotions, aligning them with client marketing calendars and ensuring timely delivery. Seeking a motivated Client Services