Head of Customer Experience

We’re looking for someone to shine a spotlight on the insight we’re looking for and ensure the voice of the customer is sought and heard to shape and improve our services. We need someone to help us learn from situations when they don't always go to plan, ensuring our customer services are future proofed and not just fit for today, but also focused on getting things right first time. You will drive the development and delivery of our Resident Engagement Strategy, resulting in demonstrable service change and positive outcomes right across our business, and champion our data-led insight to enable CHL to better adapt processes and services to meet a diverse range of needs. You’ll drive the work of our Income and Lettings services – two key areas which follow a tried and tested process in housing, but which are fundamentally key to ensuring the business maximises the income it needs to provide the services we deliver. You need to be a natural leader, who inspires confidence. You’ll really need to know your stuff when it comes to housing and be ready to empower your teams, and others within CHL, to deliver excellent customer services from what our residents are already telling us. About you We’re looking for someone who brings: CiH level 4 or equivalent/and or extensive business financial management and performance development. Strong analytical skills, with the ability to communicate complex issues clearly to a broad range of stakeholders Ability to develop and deliver effective customer focussed strategies To find out more about the role and requirements, please view the Role Profile. Our offer to you Salary: £79,145.00 Working Hours: 37 hours per week Contract Type: Permanent Base: Hybrid working - working from office, home, site and in the community as needed. Your base will be our main office in Chy Trevail, Bodmin, PL31 2FR. What you’ll get from us in return is: A challenge like no other – Cornwall is unique and so are we! A highly competitive total package that includes a decent salary (with annual negotiations with recognised trade unions for cost-of-living salary increases), Local Government Pension Scheme, 28 days annual leave plus bank hols (rising to 31 days plus BHs after 5 years’ continuous service) with the option to buy more, family friendly policies, and our flexible approach to work A senior management team who will listen and support you, and encourage your ideas and creative thinking Investment and support in your continuous learning and development Access to discounts on entertainment, shops, wellbeing and travel through our on-line portal And a chance to really make your mark Safeguarding We are committed to safeguarding the welfare of all our service users, clients and customers. This role is subject to a Basic DBS check. You will be asked to complete the relevant DBS check to be successfully appointed to the role. To apply It’s really easy to apply for our roles – simply follow the link to create a candidate profile, answer the screening questions and upload a CV and covering letter/statement. The planned closing date for applications is 19 January 2026 (midday). However, we reserve the right to close the vacancy early if sufficient applications are received. So we recommend that you please submit your application early. Stage 1 interviews will be held online on 27-28 January 2026 and final stage interviews will be held on 3-4 February 2026 – in person at Chy Trevail, Bodmin. We are a Disability Confident employer and will offer an interview to applicants under this scheme that meet the essential requirements of the role. We will also work with you to put in place reasonable adjustments when possible. Contact us If you’d like to have a discussion about the role, please feel free to contact us at peopleandHandS@cornwallhousing.org.uk or 01872 324 329 Thank you for your interest in supporting our important work at Cornwall Housing, delivering safe homes in strong communities for one and all! Recruitment Agencies – we are not currently seeking agency support with this vacancy, thank you. Please view our information for recruitment agencies here: https://www.cornwallhousing.org.uk/jobs/recruitment-agencies/