Head of Customer Voice (£72,000 per annum, full-time, hybrid) Job Role We're looking for a dynamic Head of Customer Voice to lead the strategic direction and delivery of resident involvement and our handling of complaints and complex cases across the organisation. As Head of Customer Voice, you will lead on the delivery of a customer-centric service that focuses on understanding and enhancing the customer journey, while ensuring effective performance of service delivery and providing assurance of achieving high tenant satisfaction across West Kent. You will ensure the customer's voice is at the heart of the organisation, driving strategic decisions and service improvements based on customer insights and feedback. You will also be responsible for leading how we deal with complaints, ensuring we are compliant with the Housing Ombudsman Code, as well ensuring we learn from our mistakes and improve our services. You'll lead a talented team and work closely with senior leaders to deliver improvements to services in conjunction with our customers. We're looking for someone who: Has significant experience in a customer focussed senior leadership role within a regulated sector like a housing association, and has a passion for making a difference to customer Has a successful track record of developing and delivering long term, integrated ...