Senior Customer Experience Officer

Scottish Federation of Housing Associations; Greenock; On-site; GBP 51,000 - 55,000; Full time

Job summary

Scottish Federation of Housing Associations in Greenock is seeking an experienced Senior Customer Experience Officer to lead the day-to-day operations of a newly established customer experience team. You will drive service improvements, manage frontline staff, and ensure a responsive, professional service for customers.

Reporting to the Director of Housing & Communities, you will shape the hub, promote a positive workplace culture, and deliver high-quality customer experiences while balancing

Qualifications

• Extensive hands-on experience in a customer service environment.
• Proven ability to lead and motivate a customer service team.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making ability.
• Ability to analyse performance data and drive continuous improvement.
• Strong organisational skills with the ability to manage competing priorities while prioritising employee wellbeing.

Responsibilities

• Lead day-to-day operations of the customer experience team.
• Manage the central hub and frontline team to deliver high-quality service.
• Drive service improvements and promote a positive workplace culture.
• Ensure customers receive efficient and professional service.

Skills

Customer service leadership

Team leadership

Communication skills

Problem-solving

Data analysis

Organisational skills

Employee wellbeing focus

Job description

We are recruiting for an experienced and customer-focused Senior Customer Experience Officer to lead the day-to-day operations of a newly established customer experience team. This is an exciting opportunity for a motivated professional who is passionate about delivering excellent customer experiences, driving service improvements, and leading a high-performing team.

Under the direction of the Director of Housing & Communities, you will lead on the delivery and development of our central hub, managing our front-line customer experience team to deliver a high-quality, responsive, and customer-focused service, ensuring customers receive an efficient, and professional service. You will proactively lead by example on all aspects of the role, promoting a positive workplace culture.

Candidates must have extensive hands-on experience in a customer service environment, demonstratable experience leading and motivating a customer service team, excellent communication and interpersonal skills, strong problem-solving and decision-making skills, the ability to analyse performance data and drive continuous improvement, as well strong organisational skills with the ability to manage competing priorities whilst keeping employee wellbeing at the forefront.

The Association is centrally located in Greenock, easily accessible from Glasgow and several other locations. In return, the Association provides excellent conditions of service. Employers in Voluntary Housing (EVH) Conditions of Service apply to this post. Full details are provided within the job pack.

Closing date for applications

Tuesday 22nd September 2026, 16:00

Full salary & employment details

Full time, permanent
35 hours per week, Monday to Friday
EVH Grade 8 PA28: £51,075.00 – PA31: £55,259.00

Job Type

Full Time