Assistant Director of Customer Experience

Visual Geac; Newent; On-site; GBP 75,000; Full time

Job summary

A regional housing organization is seeking an experienced Assistant Director of Customer Experience to lead the development of high-quality services for tenants. You will ensure that customer input is central to service delivery and inspire a culture of engagement among staff. The ideal candidate has a strong background in customer service and safeguarding practices, with proven leadership capabilities. This full-time, permanent position offers a competitive salary and the opportunity to make a real difference in the community.

Qualifications

• Strong background in customer service and safeguarding practices.
• Proven track record in team development and performance management.
• Ability to lead with empathy and influence positive outcomes.

Responsibilities

• Shape services ensuring tenants feel listened to and respected.
• Champion excellent customer service across the organization.
• Oversee tenant feedback and develop responsive strategies.
• Inspire high-performing customer-focused services.

Skills

Customer service excellence

Empathy and leadership

Data intelligence utilization

Job description

£75,000 per annum

Newent, Gloucestershire

Full-Time

Permanent

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 with 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‑focused 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.