Dave Otoole
Head of Customer Experience @Origin Housing
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WORK HISTORY
Head of Customer Experience @Origin Housing
Leading customer experience, contact centre operations, complaints and resident resolution services, focused on delivering safe, fair and responsive outcomes for residents across Origin’s homes and communities. Responsible for strategic leadership, performance, culture and continuous improvement across customer contact and complaints functions, embedding a resident-first approach, transparency, regulatory compliance and strong engagement.I oversee multi-disciplinary teams, managers and service functions, shaping strategic customer-experience planning, service standards, digital access and performance frameworks that support corporate priorities and strengthen service delivery. I lead continuous improvement programmes across complaints, customer access, CRM and telephony to improve first-time resolution, reduce avoidable contact, increase insight and enhance resident satisfaction.A key part of my role is leading our organisational approach to Housing Ombudsman compliance, achieving 99.7% on-time resolution, improving complaint quality and embedding learning culture and accountability processes. I also lead vulnerability and damp & mould response pathways aligned to consumer standards and Awaab’s Law, ensuring safe, timely and compassionate support for residents.I work closely with Executive Team and Board Committee colleagues, providing data-led insights, customer performance reporting and resident sentiment intelligence to drive learning and decision-making. I lead customer culture development for over 300 colleagues, championing fairness, transparency, inclusion and accessibility across customer journeys and service design.I also manage a £1.1m budget, ensuring value for money, effective resource deployment and sustained service improvements. I partner with resident groups, scrutiny forums and community stakeholders to strengthen resident voice, improve feedback loops and build trust through open communication and meaningful engagement.
EDUCATION
Copley High School, Huddersfield Road, Stalybridge, Cheshire
GCSE, High School/Secondary Diplomas and Certificates
Chartered Management Institute
Level 5 Diploma in Management & Leadership, Management and Leadership
Ashton Sixth Form College, Beaufort Road, Ashton Under Lyne
A Level
SKILLS
ABOUT DAVE OTOOLE
I am a senior social housing leader with deep experience leading customer services, complaints, resident engagement and operational service delivery in regulated, high-scrutiny environments. I have built my career around helping organisations listen to residents, respond to concerns, learn from failure and turn insight into better services, stronger accountability and greater trust.My focus has been on creating services that are fair, safe, transparent and genuinely shaped by the voices, needs and lived experience of residents. I believe excellent customer service in housing is built on three foundations: listening with intent, acting with urgency, and being open about performance, learning and improvement.At Origin Housing, I lead Customer Experience and, since August 2025, have also taken on interim leadership of Property Maintenance through a significant period of organisational change ahead of merger. I was asked to step in as a safe pair of hands because of my experience in customer journey leadership, service stabilisation and improvement in high-pressure, high-visibility environments. This interim remit has included oversight of responsive repairs, damp and mould response, vulnerability pathways, repairs stabilisation, governance, Awaab’s Law readiness and service charge setting, leading 30 colleagues with 5 direct reports and accountability for a budget of c.£26m.This breadth gives me a distinctive leadership perspective: I understand both the front-end customer experience and the operational systems that determine whether residents feel heard, supported and treated fairly. I am at my best where customer insight, complaints learning, operational delivery and strategic change come together to improve outcomes.I am particularly motivated by opportunities to lead modern, user-centric customer services at scale: strengthening customer experience, improving complaint handling, using data and insight to drive change, embedding customer-first cultures, and ensuring services are efficient, accessible and accountable. I am now focused on Director-level roles in customer services, resident voice and service transformation.I lead with clarity, compassion and high ambition for public value. I create psychologically safe, high-accountability cultures where people are empowered to challenge, learn and improve. My style combines strategic discipline with authentic connection to residents, colleagues and frontline teams, using lived experience, complaints insight, operational data and direct engagement to shape better services and stronger decisions.
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