Head of Customer Services & Experience

Together Housing; Blackburn; Hybrid; GBP 48,000 - 65,000; Full time

Benefits offered by this job

Hybrid working

LGPS pension

27 days annual leave

Professional development

Flexible working

Travel between Halifax/Blackburn

Job summary

Together Housing is seeking a Group Customer Services Manager to provide strategic and operational leadership across our telephone, digital and other customer channels for around 80,000 residents and 38,000 homes. You will lead through a team of managers to deliver clear service standards and continuous improvement.

The role offers hybrid working between our Halifax and Blackburn offices, a 37-hour week and a range of development opportunities.

Qualifications

• Significant experience leading customer service, contact centre or another high-volume, people-focused operation.
• Proven track record of improving performance, service standards and quality.
• Experience using customer feedback, complaints, data and insight to drive service improvements.
• Experience of 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.
• The 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.
• A strong commitment to delivering accessible, inclusive and responsive services.
• The ability to balance operational performance and accountability with empathy and a genuine focus on the customer.

Responsibilities

• Lead operational performance across multiple locations and customer contact channels.
• Set clear service standards, performance expectations and operational plans.
• Lead and developing managers and teams to deliver consistent, high-quality customer service.
• Developing effective performance, quality assurance and service management frameworks.
• Using complaints, customer feedback, service trends and performance data to identify opportunities and drive improvement.
• Leading service improvement, transformation, digitalisation and technology initiatives to improve accessibility, productivity and value for money.
• Ensuring customer insight and learning from the service is translated into practical improvements.
• Providing effective performance, risk and assurance reporting to senior leaders and governance groups.
• Leading change across organisational boundaries, building strong relationships and bringing colleagues with you.
• Promoting a culture of accountability, learning, continuous improvement and excellent customer outcomes.

Skills

Leadership

Customer service leadership

Performance improvement

Stakeholder management

Change management

Data-driven decision making

Job description

Together Housing is seeking a Group Customer Services Manager to provide strategic and operational leadership across our telephone, digital and other customer channels for around 80,000 residents and 38,000 homes. You will lead through a team of managers to deliver clear service standards and continuous improvement.

The role offers hybrid working between our Halifax and Blackburn offices, a 37-hour week and a range of development opportunities.