MMP Consultancy are working with a fantastic organisation to recruit a Head of Customer Voice to join them on Permanent Basis, in Kent.Salary: 72,000 Per Annum Key Responsibilities: Lead the service and change initiatives to ensure they achieve value for money.Ensure the service and team meets the regulatory consumer standards and key legislation on engaging and listening to residents.Be the customer voice champion for the organisation, being responsible for creating effective mechanisms for feedback, robust performance metrics, and identifying trends to identify areas for improvement and implement actionable solutionsLead on the development and communication of the Resident Strategy, working with the team to deliver the strategy, increasing the number and diversity of engaged residents and providing a range of involvement opportunities for residents, in ways that suit their needs, to shape and influence the services we deliver to themEnsure the service and team meets the regulatory consumer standards and key legislation on engaging and listening to residents.Research current thinking and approaches to customer service to aid continuous to service improvement.Ensure compliance with legislative requirements, policies and procedures.Developing and implementing innovative strategies to enhance the customer experience, ensuring that services are responsive, accessible, and exceed the expectations of diverse communitiesEnsure resolution of complaints through leadership of a specia