Head Of Customer Experience

Hamilton Woods; Maidstone; On-site; GBP 125,000 - 150,000; Full time

Job summary

A recruitment firm is seeking a Head of Customer Experience in Maidstone. This position involves leading the Customer Service centre and overseeing complaints, ensuring compliance with regulations. The ideal candidate will have experience in social housing, championing customer service improvement through data insights and team collaboration. This is a fixed-term contract for 6 months, with a potential for permanence.

Qualifications

• Experience leading teams within social housing.

Responsibilities

• Lead and inspire the Customer Experience and Complaints teams to deliver outstanding service.
• Oversee the end-to-end complaints process, ensuring compliance with the Housing Ombudsman’s Code.
• Provide senior oversight on complex or high-profile complaints and Ombudsman cases.
• Use customer insight and feedback to shape and improve services.
• Report on trends, performance, and learning to Executive and Board level.
• Champion a customer-first culture across the organisation.
• Drive continuous improvement through data analysis and service reviews.
• Work collaboratively with teams to embed customer experience principles into all areas of service delivery.

Job description

Overview

Head of Customer Experience

Fixed Term Contract • 6 Months • £70,000+ • Kent

Hamilton Woods Associates are currently recruiting for a Head of Customer Experience to oversee the Customer Service centre including the complaints department, on a fixed term contract for 6 months with the view to lead to a permanent position.

Responsibilities

• Lead and inspire the Customer Experience and Complaints teams to deliver outstanding service.
• Oversee the end-to-end complaints process, ensuring compliance with the Housing Ombudsman\'s Code.
• Provide senior oversight on complex or high-profile complaints and Ombudsman cases.
• Use customer insight and feedback to shape and improve services.
• Report on trends, performance, and learning to Executive and Board level.
• Champion a customer-first culture across the organisation.
• Drive continuous improvement through data analysis and service reviews.
• Work collaboratively with teams to embed customer experience principles into all areas of service delivery.

Essential Requirements

• Experience leading teams within social housing

How to Apply

To be considered for this exciting role, please contact Lucie Houston - Managing Consultant at Hamilton Woods or apply online with a covering note of your experience and suitability referencing the job ID number.

Due to the exceptionally high level of applications if you have not heard back from HWA within 7 - 10 days, it is regrettable that we cannot respond to all applicants, and please assume your application has been unsuccessful.