Head of Customer Experience

Broadacres; Northallerton; On-site; GBP 40,000 - 60,000; Full time

Job summary

A community-focused housing organization is seeking a dedicated Head of Customer Experience to enhance their service delivery across housing and support services. The ideal candidate will have proven leadership in housing management, a strong grasp of regulatory frameworks, and exceptional communication skills. This role is pivotal in ensuring high-quality, customer-centric services.

Qualifications

• Proven leadership experience in housing management.
• Strong understanding of the regulatory framework governing social housing.
• Exceptional communication and interpersonal skills.
• A commitment to providing high-quality, customer-focused services.

Responsibilities

• Lead the neighbourhood management, income collection, and housing services.
• Ensure compliance with the Regulator of Social Housing's framework.
• Develop tailored services for diverse customer needs.
• Lead a team focused on equitable outcomes for customers.

Skills

Leadership experience in housing management

Understanding of social housing regulations

Exceptional communication skills

Customer-focused service commitment

Job description

Are you passionate about customer experiences and delivering high-quality housing & support services?

We are seeking a dedicated and dynamic Head of Customer Experience to lead the delivery of our Customer Experience approach across our housing & support services.

Key Responsibilities:

Lead the neighbourhood management, income collection, anti-social behaviour, extra care, and supported housing services to ensure all customers receive exceptional service. Ensure compliance with the Regulator of Social Housing (RSH) regulatory framework. Develop and implement tailored services to meet the diverse and changing needs of our customer base. Lead a team focused on achieving equitable outcomes for every customer interaction.

What We’re Looking For:

• Proven leadership experience in housing management.
• Strong understanding of the regulatory framework governing social housing.
• Exceptional communication and interpersonal skills.
• A commitment to providing high-quality, customer-focused services.

Join Us:

If you are ready to make a significant impact on the lives of our customers and lead a team dedicated to excellence, we want to hear from you!

To Apply:

Please submit your CV and a supporting statement outlining your suitability for the role.

• CLOSING DATE: 5pm on 19 September 2025
• INTERVIEWS: Week Commencing 29 September

We look forward to welcoming you to our team!