Head of Customer Services & Digital Transformation

Together Housing; Halifax; Hybrid; GBP 43,000 - 53,000; Full time

Benefits offered by this job

Hybrid working

27 days annual leave rising to 32

LGPS pension

Job summary

Together Housing Group is seeking a Group Customer Services Manager to provide strategic and operational leadership across telephone, digital and other customer channels. You’ll lead through managers, shaping accountability and a culture focused on delivering excellent customer experiences.

This role drives service improvement, change and digital initiatives to deliver accessible, high-quality outcomes for residents across the North of England.

Qualifications

• Significant experience leading customer service, contact centre or high-volume operation.
• Proven track record of improving performance, service standards and quality.
• Experience using customer feedback, complaints, data and insight to drive service improvements.
• Experience leading change, transformation or service redesign within a complex organisation.
• Strong leadership and people management skills, with experience leading through managers.
• Strong financial, commercial and resource management awareness.
• Ability to influence, advise and constructively challenge at all levels, including senior stakeholders.
• Excellent communication and relationship-building skills, with the confidence to work across organisational boundaries.
• Commitment to delivering accessible, inclusive and responsive services.

Responsibilities

• Lead and shape customer services across the Group, with responsibility for operational performance across multiple locations and channels.
• Set clear service standards, performance expectations and operational plans.
• Lead and develop managers and teams to deliver high-quality customer service.
• Develop performance, QA and service management frameworks.
• Use complaints, feedback, trends and performance data to identify opportunities and drive improvement.
• Lead service improvement, transformation, digitalisation and tech initiatives to improve accessibility and value for money.
• Ensure customer insight translates into practical improvements.
• Provide performance, risk and assurance reporting to senior leaders and governance groups.
• Lead change across organisational boundaries and build strong relationships.
• Promote accountability, learning, continuous improvement and excellent customer outcomes.

Job description

Together Housing Group is seeking a Group Customer Services Manager to provide strategic and operational leadership across telephone, digital and other customer channels. You’ll lead through managers, shaping accountability and a culture focused on delivering excellent customer experiences.

This role drives service improvement, change and digital initiatives to deliver accessible, high-quality outcomes for residents across the North of England.