People & Places Lead (BAND7C) - Management

DigiKape; Sutton; On-site; GBP 45,000 - 60,000; Full time

Job summary

DigiKape is seeking a strategic People & Places Lead (BAND7C) for management to shape the customer experience across housing services. You will lead the Customer Experience, Allocations and Customer Resolutions teams, driving service quality and policy compliance.

The role requires strong leadership, data literacy and collaboration with EMT and SLT to improve resident engagement, equality and inclusion, and value for money while delivering continuous service improvements.

Responsibilities

• Lead Customer Experience (Contact Hub) services, driving quality and empathy in customer care and reputation management.
• Oversee Allocation Services to ensure efficient property letting and compliance with voids standards.
• Head Customer Resolutions to improve complaint handling and communications, aligning with Housing Ombudsman standards.
• Own Resident Engagement throughout complaints and post-complaints processes, maximizing satisfaction.
• Drive Equality, Diversity and Inclusion in the Customer Experience service with EMT and SLT.
• Maintain data sources that capture customer satisfaction; apply strong analytical thinking.
• Lead digital access and self-service improvements to streamline service delivery.
• Collaborate across the organisation to ensure a cohesive customer experience aligned with SHP HOME values.
• Line-manage and coach team leads for development and progression.
• Lead on continuous learning from complaints and sector insights to improve service.

Job description

People & Places Lead (BAND7C) - Management

About the job People & Places Lead (BAND7C) - Management

We are looking for aPeople & Places Lead to

• Manage a high quality service to customers and colleagues through delivering:
• Customer Experience (Contact Hub) Services: Drive, own and nurture the organisations customer experience culture change, from quality of customer care, reputation management to service features and reliability. With strong empathy for customers
• Allocation Services: Oversee and monitor that properties are allocated and let efficiently, to the organisations voids and lettings standard
• Customer Resolution (Complaints): Lead the Customer Resolutions section in the continuous improvement of complaint and communication responses, recognising the Housing Ombudsman, Consumer Standards and providing assurance to the SHP board and wider stakeholders
• Resident Engagement: To be the strategic owner of engagement with residents throughout the complaints process, and post complaints process,the customer experience service and to support the Resident Voice within the service delivery and maximising satisfaction
• Equality, Diversity and Inclusion: Owner for the Customer Experience service working with EMT and SLT in delivering strategic and operational outcomes for residents
• Be the Customer champion and advocate for SHP, have excellent communication and leadership skills and a record of elevating customer satisfaction, and ensuring customer needs and expectations are represented across SHP
• Overseeing the data sources that capture the customer satisfaction, have a strong analytical mindset
• Support and lead the customer access to services through digital, self service tools, and to lead on the ongoing improvements to processes and technology required.
• Working collaboratively across the organisation to ensure a cohesive customer experience and embracing SHPs HOME values
• Line managing, coaching team leads for their development and progression
• Provide the organisation with continuous learning from complaints, the customer experience and the wider social housing sector
• Leading on maintaining the Customer Excellence accreditation
• Responsibility for meeting the SHP Customer Experience Service Standards, the Tenant Satisfaction Measures and the Complaints Resolution Policy and Process
• Provide continuous learning and development for the teams
• Deliver against Consumer standards for Residents, promoting trust and confidence and ensuring that both SHP and residents keep their sides of the bargain.
• Lead a team to deliver outstanding levels of service to both internal and external customers whilst continually developing the service
• Achieve value for money with a continuous improvement programme which increases performance whilst delivering efficiency savings
• Manage supplier/main contractor contracts to ensure value for money and demonstrate excellent partnering and relationship management skills
• Ensure the organisation is compliant with legal obligations
• Lead the Customer Experience,Allocations and Customer Resolutions Teams to be efficient and effective, instilling a team spirit and resident focused culture, with an effective communication strategy at its heart
• Network with similar organisations and more widely to enable bench marking and continuous development of the service
• Build strategic partnerships and collaborates with colleagues, involved residents, the council and strategic partners.