Deputy Director HR, Digital and Customer Service

Daniel Owen Ltd; London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Une opportunité passionnante pour un poste de Directeur en Service Client/HR dans un grand groupe de logement à Londres. Ce rôle de direction implique la mise en œuvre d'une vision du logement, l'amélioration de la satisfaction client et la transformation digitale, tout en collaborant avec les équipes de direction pour garantir un environnement de travail positif et productif.

Qualifications

• Expérience dans un rôle senior dans le secteur du logement social.
• Compréhension des réglementations de logement social.
• Accréditation d'excellence client souhaitée.

Responsibilities

• Développer et mettre en œuvre la stratégie clientèle.
• Coordonner avec les équipes de direction sur les processus client.
• Fournir des rapports d'assurance aux conseils et à l'exécutif.

Skills

Leadership skills

Analytical skills

Interpersonal skills

Customer focus

Communication skills

Education

Senior/Head of service role in customer experience

Experience of social housing regulation

Tools

Advanced IT Skills

Job description

CONTRACT ROLE

Exciting Opportunity for a Head of Customer Service / HR - Digital and Transformation (Director Level)
Working with a Large Housing group
Long term contract to permanent

Overall purpose of the job:

As a senior leader and key adviser to the Chief Executive, Cabinet, and Corporate Management Team, you will shape and deliver a housing vision that reflects the borough's aspirations and challenges. You'll drive innovation across HR, Customer Service, tenant engagement, and Digital- underpinned by strong governance, digital transformation, and resident experience.

Key responsibilities:

• Housing strategy, planning, and delivery
  
• Human Resources
• Digital outreach

Hybrid Position

Experience driving customer service best practice and complaint resolution. Ability to motivate a team with clear direction and leadership. Strong people management skills. Ability to build and nurture strong working relationships with colleagues and clients. Advanced IT Skills including planning software's .

Requirement

• Senior/Head of service role within a customer experience, customer resolutions and allocations within social housing - and ALMO experience is desirable
• Experience of social housing regulation and working within the Housing Ombudsman complaint handling code
• TSMs and increasing satisfaction
• Customer Excellence accreditation
• Working with the Board Member responsible for complaints
• Strategic oversight of delivering the customer experience and meeting the Consumer Standards relevant to the customer experience
• Working with Senior Leadership Team across SHP
• Providing assurance reporting and management information to Board, the Client and the executive team

Desirable for candidate:

• Excellent communication skills
• Strong interpersonal skill working with people at all levels
• Analytically skills to interpret data and monitor trends
• Strong customer focus and excellent telephone manner
• Leadership skills and the ability to motivate and develop staff

This role will be supporting new processes and working closely with management to achieve a strong and happy environment across the board.

If you would like to be considered please submit a CV or call (phone number removed)