Assistant Director of Customer Experience

Two Rivers Housing; Newent; On-site; GBP 70,000 - 100,000; Full time

Job summary

A community-focused housing organization in England is seeking an Assistant Director of Customer Experience to enhance services for tenants. The role requires a senior leader passionate about delivering high-quality customer service and safeguarding. You will lead initiatives that ensure tenant voices influence decision-making and service delivery. The ideal candidate will have a strong background in customer service and a proven ability to inspire teams. Join us to make a real difference in our community.

Qualifications

• Strong background in customer service and safeguarding practice.
• Proven track record for developing team and managing performance.
• Ability to lead with empathy, confidence, and clarity.
• Ability to influence and drive innovative solutions for community issues.
• Strong collaboration across frontline services and digital transformation.

Responsibilities

• Shape services so tenants feel listened to and respected.
• Champion excellent customer service across the organisation.
• Collaborate across frontline services to meet organisational needs.
• Oversee digital strategy to transform tenants' experiences.
• Manage safer neighbourhoods operations to provide timely support.

Skills

Empathy

Leadership

Customer focus

Performance management

Safeguarding practice

Tenant feedback

Data insights

Innovation

Problem solving

Leadership

Job description

Assistant Director of Customer Experience

Join to apply for the Assistant Director of Customer Experience role at Two Rivers Housing

This range is provided by Two Rivers Housing. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Two Rivers Housing

Come and make a real difference as our new Assistant Director of Customer Experience!

We’re looking for a senior leader who cares deeply about delivering a great customer experience for our tenants. In this role, you’ll help shape services so tenants feel listened to, respected and supported — and confident that we do what we say we will.

As part of our leadership team, you’ll inspire those around you people-focused, high-quality customer service every day. You’ll make sure tenant voices genuinely influence decisions, and that feedback leads to real improvements in how we work.

You’ll champion excellent customer service and safeguarding across the organisation, working closely with the executive team and other leaders to deliver our customer experience strategy and key customer-focussed projects.

What you’ll bring to the team

• You’ll lead with empathy, confidence and clarity – empowering them to make decisions and deliver the best results for the families they support every day. Customer focussed, you’ll ensure that their needs are central to the delivery and improvement of our services.
• You’ll have a strong background in customer service and safeguarding practice, with a proven track record for developing your team and managing performance. You’ll drive the team – building capabilities within your areas of responsibility.

What we’re looking for

• Lead and embed a culture of engaged and motivated colleagues that put customers at the heart of services.
• Oversee the development and management of opportunities for tenant feedback, customer insight and other data intelligence to support the development of responsive strategies.
• Influence, challenge and develop innovative solutions to address tenant and community issues that impact on tenants’ quality of life and improve our neighbourhoods.
• Inspire the delivery of high performing, truly customer-focused services across Two Rivers Housing.
• Collaborate across frontline services with a focus on prevention and problem solving through the delivery of high-quality services to meet organisational and tenant needs.
• Lead on the development and implementation of key strategies to ensure tenants experience exceptional services and that tenant voice influences how we deliver services.
• Play a key role in the development of our digital strategy to transform our tenants’ experiences of our services.
• Deliver effective operational management of our safer neighbourhoods team to ensure tenants have the right support at the right time, to meet their needs.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

Civic and Social Organizations

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