Head of Customer Experience

Two Rivers Housing; England; On-site; GBP 55,000; Full time

Job summary

A housing association is looking for a Head of Customer Experience to ensure a great service for their tenants in Gloucestershire. This senior management role involves overseeing customer service teams, implementing customer-focused strategies, and driving performance through data-driven insights. The ideal candidate will have significant experience in customer relationship management and a strong background in building effective strategies to improve service delivery.

Qualifications

• Excellent knowledge and understanding of best practice in customer service.
• Skilled in development and delivery of effective customer-focussed strategies.
• Significant experience managing operational teams with inclusive leadership.

Responsibilities

• Implement customer experience strategy across the organization.
• Oversee contact centre team and complaints management process.
• Drive continuous improvement using data and insights.

Skills

Excellent knowledge and understanding of best practice in customer service

Skilled in development and delivery of effective customer-focussed strategies

Experience managing multi-disciplinary operational teams

Experience using customer insight to improve service delivery

Strong negotiating and influencing skills

Education

Degree level in housing or related field (desirable)

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

Job description

Head of Customer Experience

Newent, Gloucester

£54,350 per annum

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, you ll help make sure we are meeting the needs of our tenants in Gloucestershire and the surrounding areas.

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

You ll 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, you ll take the lead on customer-based performance and KPIs.

What you ll bring to our team

A strategic thinker, you ll use data and insights to drive continuous improvement of our customer experience. Building good relationships with our teams you ll encouraging them to take a human-centric approach to customer service. You ll 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, you ll 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.