Are you a curious, values-driven leader with a passion for creating exceptional customer experiences and strengthening communities? Do you thrive in a role where you can influence strategic direction, innovate boldly and lead teams to deliver accessible, fair and high-quality services? If so, this is an outstanding opportunity to make a meaningful impact.


As our next Head of Customer & Communities, you’ll work closely with the Assistant Director of Customer Experience, gaining senior exposure across the organisation and helping shape how customer experience, community engagement and complaints resolution evolve in a fast-changing environment. This role sits at the heart of our commitment to putting customers and communities first — and offers the chance to lead transformative service improvements across all customer-facing areas.


You’ll play a pivotal role in modernising how we listen, learn and respond to customers. With curiosity and creativity, you will champion new ways of working, support innovation and digital transformation, and ensure our services reflect the diverse needs of the people and places we serve. From improving customer journeys to shaping community-based support and strengthening neighbourhood wellbeing, your work will be felt across the organisation and beyond.


You will champion our values — Belong, Own It, Be the Change, Think Customer and One Team — bringing passion, integrity and inclusivity to everything you do. Your leadership will empower teams, elevate service standards and embed a culture where customer voice, fairness and continuous learning drive meaningful change.


Above all, this is a role for someone who wants to make a difference — someone who is energised by collaboration, motivated by challenge, and committed to delivering services that genuinely improve lives and strengthen communities.


What you’ll be doing:
*Provide visible, inspiring and values-led leadership across all Customer & Communities services, empowering teams to deliver accessible, fair and high-quality customer experiences while championing dignity, transparency and respect at every touchpoint.
*Transform and elevate the customer journey, using insight, feedback and performance data to drive continuous improvement, strengthen service consistency, and ensure customers feel listened to, informed and genuinely supported — particularly in moments of vulnerability or complexity.
*Lead community engagement and neighbourhood initiatives that help customers thrive, strengthening local partnerships, supporting tenancy sustainment, and ensuring communities feel safe, connected and confident in the services we provide.
*Oversee customer experience, complaints and community teams, ensuring strong quality assurance, high performance, timely complaint resolution and a culture that values learning, collaboration and customer voice.
*Champion innovation and digital transformation, promoting modern, inclusive and accessible ways for customers to interact with us, while ensuring digital tools improve efficiency, insight and service transparency.
*Act as a senior ambassador for customer and community issues, influencing organisational direction, shaping strategic decisions and ensuring our values and customer insights are embedded across the whole organisation.


What we’re looking for:
To be successful with your application, you’ll need to show that you meet the following essential criteria:
*Proven senior leadership experience in customer-focused, community-based or housing environments, with the ability to lead diverse teams, drive performance, manage risk and deliver consistent, high-quality services in a regulated setting.
*Exceptional communication, relationship-building and influencing skills, with the confidence to engage at senior levels, collaborate across directorates, resolve complex issues, and inspire teams through change with clarity, empathy and resilience.
*A strong commitment to values, inclusion and continuous improvement, with the ability to use data, insight and customer feedback to inform decisions, shape service design and ensure outcomes are fair, transparent and responsive to customer and community needs.


What’s in it for you?
*Generous Holiday Leave: 25 days plus bank holidays, increasing to 30 days after 5 years of service
*Hybrid Working: Up to 2 days working from home
*Exclusive Employee Discounts: Access amazing deals through our Reward Gateway
*Comprehensive Leave Policies:
*Maternity Leave – 6 months full pay
*Paternity Leave – 2 weeks full pay
*Carers Leave
*Charitable Leave – 1 day per year
*Pension Scheme:
*Automatic enrolment from day one with Royal London
*Contributions start at 3% (employee) and 6% (employer)
*After probation, Freebridge doubles your contributions up to 6% employee / 12% employer
*Health & Wellbeing Support:
*Smart Health App – 24/7 GP access
*Physio and counselling provision when required
*Employee Assistance Programme
*Additional Perks:
*Discounted gym membership with Alive Leisure
*Eye care vouchers for Specsavers
*Professional memberships paid for
*Generous sick pay allowance
*Free tea & coffee
*Parking paid for (permit or reimbursement)
*Home desk setup for hybrid workers
*Loyalty rewards: £50 every 5 years of service


Compliance
Your application will go through the following stages of assessment:
*Pre-screening - We will check that your CV meets the essential/eligibility criteria listed in the Skills & Experience section of this advert. On your CV, please clearly show how you meet the criteria above
*CV Review - Your CV, supporting documents and qualification notes will be reviewed by Freebridge hiring managers to determine eligibility for interview
*Interview - If invited to interview, you’ll be assessed against the sift categories in the Skills & Experience section of this advert
*Feedback - Feedback will be provided post-interview. If successful, your application will be considered for offer. Please note feedback will only be provided if you attend an interview