Head of Customer Experience

Two Rivers Housing; England; On-site; GBP 125,000 - 150,000; Full time

Job summary

A community-focused housing organization in England seeks a Head of Customer Experience to lead the delivery of excellent service. This role involves implementing strategies, managing a contact centre, overseeing complaints, and utilizing customer insights to enhance service delivery. Ideal candidates will have a strong background in customer relations, be strategic thinkers, and possess leadership skills. The opportunity offers benefits including an employee assistance program and competitive holidays.

Benefits

Employee assistance programme

Competitive holiday entitlement

Cycle-to-work scheme

Qualifications

• Proven ability to deliver effective customer-focused strategies.
• Experience managing multi-disciplinary teams.
• Strong skills in influencing and negotiating.

Responsibilities

• Implement the customer experience strategy and management.
• Oversee the contact centre and complaints process.
• Use insights to drive improvements in service delivery.

Skills

Customer relationship management

Data-driven decision making

Leadership and team management

Negotiation skills

Customer insights

Education

Degree in housing or related field

Customer Service or CIH qualified (level 5 or above)

Job description

Permanent full time (37 hours per week)

Come make a real difference as our Head of Customer Experience!

Everyone should have a warm safe affordable home. As our Head of Customer Experience youll help make sure we are meeting the needs of our tenants in Gloucestershire and the surrounding areas.

Youll be part of the senior management team and work with teams across the organisation to ensure were delivering a great customer experience overseeing our contact centre team complaints management process and customer insights.

Youll be responsible for implementing our customer experience strategy and our new approach to reasonable adjustments ensuring we are considering the individual needs of all of our tenants. Working closely with the Assistant Director of Customer Experience and inspiring your team to deliver high-performing services youll take the lead on customer-based performance and KPIs.

What youll bring to our team

A strategic thinker youll use data and insights to drive continuous improvement of our customer experience. Building good relationships with our teams youll encouraging them to take a human-centric approach to customer service. Youll champion our tenants voices and ensure that we are listening and acting on feedback to improve our services.

As a member of the Senior Management Group youll identify and mitigate risks ensuring that we meet our legal compliance and regulatory obligations in your area of expertise.

What we are looking for

Excellent knowledge and understanding of best practice in customer service and customer relationship management.

Highly skilled and experienced in the development and delivery of effective customer-focussed strategies using both traditional and new and digital channels.

Significant experience of managing multi-disciplinary operational teams with proven ability to provide inspiration and inclusive leadership facilitating learning and development.

Experience in the use of customer insight to shape and improve service delivery and offer.

Experience of managing the implementation of organisational change.

Strong negotiating and influencing skills.

Qualifications

Educated to degree level in housing or related field (desirable).

Customer Service or Chartered Institute of Housing qualified (level 5 or above) or equivalent.

Evidence of continued professional development.

Full UK driving license with access to a vehicle insured for business purposes.

More about us

Trust isnt a tagline its everything. Its how we build relationships how we make decisions and how we prove day in and day out that we do what we say.

Its also the thing that underpins our core values and sets out what our customers can expect from us and what we expect from our team and the partners we work with.

We want our tenants to know that were here we care and make them feel at home from the moment they step through the door. Its not just about having a home its about finding a place to build a life and feel safe while doing so.

And the same can be said for our team. Two Rivers is a place with purpose where you can be a part of something and make a real difference. Well help you develop and grow in a place where youll find like-minded people and you can truly be yourself.

Warm safe affordable homes are about more than bricks and mortar. Its a feeling of community securing and belonging. So whether youre a tenant living in one of our homes or a member of the team when you join the Two Rivers community youll always feel like Youre Home Now.

Our benefits

Employee assistance programme

Competitive holiday entitlement

Cycle-to-work scheme