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 ...