Head of Customer Experience & Operations

Selwood Housing; Trowbridge; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working opportunities

Cycle to work scheme

Ongoing training and development

Supportive team environment

Job summary

Selwood Housing is seeking a visionary Head of Operations Services to lead our responsive repairs, voids, customer services and complaints functions, delivering exceptional outcomes for communities we serve. The role sits in a defining period of transformation, with autonomy to drive meaningful improvements and champion service excellence.

Working closely with the Group Operations Director, you will drive performance, improve productivity, shorten turnaround times and use data to shape a

Qualifications

• Experience leading customer-facing operational services within housing or a related sector at a senior management level.
• Proven track record of driving service improvement, operational performance and organisational change.
• Experience leading high-performing teams in repairs, voids, customer services and complaints to deliver excellent outcomes for customers.
• Strong knowledge of complaint handling, customer feedback and service recovery, with understanding of the Housing Ombudsman's Complaint Handling Code and its practical application.
• Ability to use data, insight and performance management to drive continuous improvement and hold teams and contractors to account.
• Understanding of housing management, regulatory requirements and social housing sector challenges.
• Excellent communication and stakeholder management skills, with ability to influence at all levels.
• Valid driving licence and access to a vehicle for business use.
• Commitment to an inclusive environment with fairness, dignity and respect.

Responsibilities

• Lead repairs, customer services and complaints functions to shape customer experience.
• Oversee delivery of repairs and voids services, driving productivity and performance.
• Motivate teams, hold contractors and colleagues to account, and use data to drive continuous improvement.
• Collaborate with the Group Operations Director and senior leadership to deliver strong outcomes for communities.

Education

Housing-related qualification or degree with Level 5 management qualification

Job description

Selwood Housing is seeking a visionary Head of Operations Services to lead our responsive repairs, voids, customer services and complaints functions, delivering exceptional outcomes for communities we serve. The role sits in a defining period of transformation, with autonomy to drive meaningful improvements and champion service excellence.

Working closely with the Group Operations Director, you will drive performance, improve productivity, shorten turnaround times and use data to shape a