Job Title

Head of Customer Experience and Housing

Organisation

Orwell Housing Association Ltd

Job Description

Head of Customer Experience and Housing

£62,000 per year plus car allowance (subject to eligibility)

37 hours per week; Permanent

Monday – Friday

Ipswich/ Hybrid

Ref: IP359

Are you a strategic leader with a passion for delivering high-quality customer experience that uses and interprets customer insight to make a positive difference?

Look no further, we are looking for a forward-thinking, customer-focused individual to join our established Customers and Communities Team here at Orwell. In this role, the Head of Customer Experience and Housing will collaborate closely with customers and colleagues to provide guidance and leadership across Orwell’s Housing Management, Customer Resolutions and Customer Insight & Engagement teams.

Key Responsibilities

As part of this role, the Head of Customer Experience and Housing’s key responsibilities include…

• Helping to transform our customers and community insight and engagement offer, ensuring that the voices of our customers are heard across the organisation.
• Proactively lead the Housing Management team, the Customer Resolutions team and the Customer Insight and Engagement team.
• Working with the Director of Customer and Communities to ensure we can meet the requirements of the Consumer Standards and Complaints Handling Code.
• Champion customer care and lead on customer experience, with particular emphasis on delivering a compliant and effective resolution service for our customers.
• Lead on our tenancy sustainment offer to customers ensuring you deliver to our strategies.
  
  

• Excellent knowledge of the RSH Consumer Standards, Housing Ombudsman Complaint Handling Code and Health and Safety compliance in the housing sector along with, legislation relating to the allocation and management of social housing, notably The Housing Act 1985 and The Housing Act 1996.
• Experience and knowledge of embedding effective customer engagement and insight mechanisms to shape and develop service delivery.
• Experience in leading customer-facing operations, delivering housing management services, including allocations and lettings, income collection, void management and tenancy management across a wide range of schemes and tenure types.
• Motivation to continue to help make a difference to our customers’ lives, sharing the vision and values Orwell continues to embody.
  
  

• People-Focused means recognising and respecting the diverse needs, strengths, and experiences of everyone we work with, treating all individuals with fairness and dignity.
• Ambitious reflects our drive to grow, enabling us to support more people and unlock the full potential of both our teams and the communities we serve.
• Collaborative highlights our commitment to working in partnership — with tenants, customers, colleagues, and like-minded organisations — to share ideas, find solutions, and implement best practices.
• Effective represents our dedication to delivering high-quality, efficient services. We lead with knowledge and expertise, ensuring our teams are skilled, committed, and always striving for excellence.
  
  

• Extensive experience or knowledge of the housing sector.
• A recognised Housing qualification as set out by the RSH or willingness to work towards one is essential.
• A leadership qualification or willingness to gain a qualification in the Orwell Academy via the Building Leaders Programme is essential.
  
  

• 25 days annual leave (pro rata) plus bank holidays
• Company car allowance (subject to eligibility)
• Reward and recognition awards
• Ongoing training and development & opportunities to progress in your role through the Orwell Academy
• Wellbeing programme
• Cashback Health plan
• Access to Blue Light Card – membership fees apply.
  
  

• 1st Interviews – 6th August 2025
• 2nd Interviews – 20th August 2025