Senior Customer Experience Officer

Housing co; Greenock; On-site; GBP 30,000 - 40,000; Full time

Job summary

Oak Tree Housing Association is seeking an experienced Senior Customer Experience Officer to lead the day-to-day operations of a newly established customer experience team in Greenock. You will drive service excellence and build a high-performing team.

Reporting to the Director of Housing & Communities, you will manage the central hub, deliver a responsive, professional service, and promote a positive workplace culture. EVH Conditions apply.

Qualifications

• Proven leadership of a customer service team
• Strong communication and interpersonal skills
• Ability to analyse performance data and drive improvements
• Excellent organisational and prioritisation abilities
• Commitment to staff wellbeing

Responsibilities

• Lead day-to-day operations of the central hub
• Manage frontline customer experience team to deliver professional service
• Drive service improvements and monitor performance
• Promote positive workplace culture

Skills

Customer service leadership

Team motivation

Communication

Problem solving

Performance data analysis

Organisational skills

Prioritisation

Staff 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.

Oak Tree Housing Association is an Equal Opportunities Employer, welcomes applicants from all sections of the community, is an Investors in People organisation and is a charity registered in Scotland, registration number SC045300.