Head of Customer Experience & Insight (Hybrid)

Consortium; Leeds; Híbrido; GBP 58 000 - 60 000; Tempo integral

Resumo da oferta

Habinteg in Leeds is seeking an experienced Customer Experience Manager to provide strategic and operational leadership for Customer Services, Customer Experience, Customer Insight, Complaints and Tenant Engagement. As part of the Leadership Team, you will champion a customer-focused culture and ensure tenant feedback informs strategy, service delivery and continuous improvement.

You will develop and deliver customer experience strategies, improve satisfaction, and provide assurance to the

Qualificações

• Senior management or leadership experience; capable of contributing to strategy and business planning.
• Experience leading customer experience, customer service or customer insight strategies.
• Knowledge of social housing consumer regulation and customer accountability.
• Ability to use complaints, customer insight and performance data to improve outcomes.
• Integrity, accountability, respect and courtesy in leadership.
• Ability to present strategic reports to senior leaders and Boards.

Responsabilidades

• Contribute as a Leadership Team member to corporate strategy and change programmes.
• Lead strategies for customer services, customer experience, customer insight, complaints and tenant engagement.
• Champion customer-centred decision-making, accessibility and customer ownership.
• Use data and feedback to shape priorities and service improvement.
• Lead customer journey improvement and a robust customer insight framework.
• Oversee accessible customer contact services and complaint handling in line with standards.
• Provide assurance reports to the Executive Team and Board on satisfaction and compliance.
• Lead and develop customer-facing teams with focus on conduct and performance.
• Manage budgets and service-provider performance to meet objectives.
• Build relationships with tenants, regulators and delivery partners.

Conhecimentos

Leadership experience

Customer experience strategy

Tenant engagement

Complaint handling

Regulatory knowledge

Data analysis

Formação académica

Degree-level education

Level 4 housing management qualification

Descrição da oferta de emprego

Habinteg in Leeds is seeking an experienced Customer Experience Manager to provide strategic and operational leadership for Customer Services, Customer Experience, Customer Insight, Complaints and Tenant Engagement. As part of the Leadership Team, you will champion a customer-focused culture and ensure tenant feedback informs strategy, service delivery and continuous improvement.

You will develop and deliver customer experience strategies, improve satisfaction, and provide assurance to the