Customer Experience Director

Edgy Design Studio - Goedgy.com; Reading; Remote; GBP 60,000 - 80,000; Full time

Job summary

An innovative housing provider is seeking a passionate Customer Experience Director. In this pivotal role, you will lead a talented team responsible for housing management services, ensuring customer needs are met through effective leadership and data-driven insights. You will foster a culture of accountability and engagement, driving continuous improvement in service delivery. This position offers the opportunity to work within a supportive and collaborative environment where your contributions will directly impact the lives of thousands. If you thrive in challenging settings and are eager to make a difference, this role is perfect for you.

Qualifications

• Proven track record in customer service and leadership roles.
• Expertise in housing management and data-driven decision making.

Responsibilities

• Lead customer-facing housing management teams to enhance service delivery.
• Utilize data and insights to improve customer satisfaction and operational efficiency.

Skills

Customer Service Excellence

Leadership

Data Analysis

Housing Management

Process Improvement

Education

Degree in Management or Related Field

Job description

This is the best job in the world*probably

We’re on the hunt for a Customer Experience Director to lead our customer facing housing management teams. If you have a proven track record of delivery and you’re decisive, tenacious, resilient and relentlessly passionate about great customer service – it could be you!

We’re looking for an open minded, credible, talented leader to join our fantastic Housing Senior Leadership Team with responsibility for the delivery of housing management including anti-social behaviour, tenancy and neighbourhood related services.

You’ll be a subject matter expert in housing management and will be responsible for making sure we’re listening to our customers and utilising data and insight to ensure that services are accessible and flexible to meet current and emerging customer needs. Through process review, embracing new ways of working and technology, you’ll continue to drive customer satisfaction, trust and efficiency, ensuring our homes and communities are places where our customers can thrive. Through your leadership, you will develop a high performing, productive culture, with high levels of accountability, ownership and autonomy where colleagues are truly engaged, encouraged and supported to be their best, with our Customer Promise at the forefront.

We’ll be honest, this role will be hard work! We always want to do better so there’s a lot to do and within a really challenging operating environment. Undoubtedly there’ll be times where you’ll be frustrated and you’ll probably try things which don’t work but you’ll be joining a strong, collaborative team, where we’ve got each other, and you’ll be encouraged to try new things, and we promise amongst the hard work you’ll laugh and have fun; you’ll never be bored, and no two days will be the same.

The teams you’ll lead are nationally dispersed and remote working is the norm. Where you live isn’t important – it’s your expertise, customer focus, values and leadership that matters.

If this role sounds like a bit of you, you think we’re going to be a great fit, and you’re ready to grab the opportunity and make it your own, come and#discoverstonewater!

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.

Discover Stonewater:

Stonewater is a leading housing provider. We manage around 39,000 homes, serving 82,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market. Stonewater was one of the first social housing providers in the UK to adopt the Sustainability Reporting Standard (SRS), published by Good Economy.

We’re looking for like-minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

Stonewater supports equality of opportunities and is dedicated to being a diverse, inclusive, and supportive workplace. We are a Disability Confident employer.

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.