Head of Customer Experience

Description

Homes in Somerset is entering a pivotal phase in its development. Following agreement for the organisation to assume management responsibility for Somerset Council’s full housing stock, the organisation will double in size, creating a single, county‑wide housing management service responsible for 10,000 homes.

This is a significant moment to join an organisation growing in scale, complexity and responsibility, underpinned by strong governance, transparency and a clear commitment to delivering high‑quality, customer‑focused housing services.

To support this next stage of growth, we are seeking an exceptional Head of Customer Experience to join our senior leadership team.

Reporting to the Director of Communities & Customer Service, you will lead the organisation’s customer function across Contact Centre operations, customer engagement and complaints, feedback and insight. As Homes in Somerset’s lead professional for customer experience, you will champion a customer‑first culture, ensuring customer voices are heard and used to shape service design and improvement.

You will oversee the delivery of an accessible omnichannel service, promote early resolution and learning from complaints, and provide a clear, evidence‑based view of the customer experience to inform Executive and Board decision‑making, digital transformation and inclusive service delivery.

We are seeking a senior leader with extensive experience of customer service, engagement or housing services within a complex, regulated environment. You will bring credibility at Executive and Board level, a collaborative leadership style, and a proven ability to build high‑performing teams, embed consistent standards and lead cultural change.

This is a rare opportunity to shape a critical senior function at a moment of genuine organisational transformation and to play a defining role in building trusted, responsive and inclusive customer services for communities across Somerset.

If you would welcome a confidential conversation, please contact our advising consultants at GatenbySanderson: Chantelle Harris on 07384 460191 (chantelle.harris@gatenbysanderson.com) or Sarah El-Rasoul on 07773 242775 (sarah.el-rasoul@gatenbysanderson.com).

Homes in Somerset is committed to equality, diversity and inclusion and creating an inclusive workplace where everyone can thrive. If you require any adjustments during the recruitment process, please get in touch to discuss how we can best support you.

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