Senior Customer Experience Officer

EVH; Greenock; On-site; GBP 28,000 - 36,000; Full time

Job summary

Oak Tree Housing Association is seeking a Senior Customer Experience Officer to lead the day-to-day operations of the new CX hub in Greenock. You will manage the front-line team to provide a responsive, professional service and drive continuous improvement.

Reporting to the Director of Housing & Communities, you will lead by example, prioritise employee wellbeing, and develop a high-performing team while delivering excellent customer experiences across all touchpoints.

Qualifications

• Experience leading a customer service team.
• Strong communication and interpersonal skills.
• Ability to analyse performance data and drive improvements.

Responsibilities

• Lead day-to-day operations of the central customer experience hub.
• Direct front-line customer experience team to deliver high-quality service.
• Promote a positive workplace culture and continuous improvement.
• Collaborate with the Director of Housing & Communities on strategy.

Skills

Team leadership

Customer service

Communication

Data analysis

Problem solving

Job description

• Position: Senior Customer Experience Officer
• Location: Greenock
• Hours: 35 hours per week
• Grade: EVH Grade 8
• Contract: Permanent
• Closing Date: 22 September 2026, 16:00

Hours: Full Time (35 hours per week), Monday - Friday.

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: 4pm on Tuesday 22 nd September 2026.

Interviews: Only applicants progressing to interview stage will be contacted, with interviews due to take place on Monday 5 th & Tuesday 6 th October 2026.

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.