Head of Customer Experience

Location: Suffolk
Full-Time | Permanent

Salary - £60-70k

Hyperion Partners are proud to be partnering with a forward-thinking housing provider to appoint an experienced and strategic Head of Customer Experience.

This is a pivotal leadership role, responsible for shaping and delivering an exceptional customer journey across housing services, while ensuring full compliance with the evolving regulatory framework governing the social housing sector.

The Opportunity

As Head of Customer Experience, you will lead the organisation's customer strategy, ensuring services are accessible, responsive, compliant, and aligned with consumer standards.

You will play a key role in embedding a customer-first culture while ensuring adherence to regulatory requirements, including the Social Housing (Regulation) Act, Consumer Standards, Tenant Satisfaction Measures (TSMs), complaints handling requirements, and safeguarding obligations.

This role requires strong strategic leadership, operational oversight, and the ability to drive performance improvement across customer-facing services.

Key Responsibilities

* Develop and deliver a comprehensive Customer Experience Strategy aligned to corporate objectives

* Lead customer services, complaints handling, engagement, and service improvement functions

* Ensure compliance with the Regulator of Social Housing Consumer Standards and all relevant housing legislation

* Oversee performance against Tenant Satisfaction Measures (TSMs) and regulatory KPIs

* Lead on complaints management in line with Housing Ombudsman requirements

* Embed safeguarding, equality, and diversity best practice across customer services

* Drive a culture of continuous improvement, accountability, and transparency

* Provide assurance to the Executive Team and Board on customer performance and regulatory compliance

* Oversee customer insight, feedback mechanisms, and service co-production initiatives

* Ensure robust governance, policy development, and risk management frameworks are in place

About You

Our client is seeking a confident and credible senior leader who combines customer excellence with regulatory expertise.

You will have:

* Senior leadership experience within social housing or a regulated housing environment
Strong knowledge of the Regulator of Social Housing Consumer Standards and compliance frameworks.

* Experience leading on Tenant Satisfaction Measures (TSMs) and performance reporting

* Proven track record of managing complaints and meeting Housing Ombudsman requirements

* Strong understanding of housing legislation, safeguarding, and equality standards

* Experience presenting reports to Boards or Committees

* The ability to lead, inspire, and develop high-performing teams

* A strategic mindset with strong analytical and problem-solving skills

Desirable:

* CIH qualification or relevant degree

* Experience leading organisational change or service transformation