Job title – Head of Customer Voice
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 moneyQualifications and Experience Required
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 are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)
