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Head of Customer Experience
Fixed Term Contract
6 Months
70,000+
Kent
Hamilton Woods Associates are currently recruiting for a Head of Customer Experience to oversee the Customer Service centre including the complaints department, on a fixed term contract for 6 months with the view to lead to a permanent position.
Duties and Responsibilities of the Head of Customer Experience:
- Lead and inspire the Customer Experience and Complaints teams to deliver outstanding service.
- Oversee the end-to-end complaints process, ensuring compliance with the Housing Ombudsman's Code.
- Provide senior oversight on complex or high-profile complaints and Ombudsman cases.
- Use customer insight and feedback to shape and improve services.
- Report on trends, performance, and learning to Executive and Board level.
- Champion a customer-first culture across the organisation.
- Drive continuous improvement through data analysis and service reviews.
- Work collaboratively with teams to embed customer experience principles into all areas of service delivery.
Essential Requirements of the Head of Customer Experience:
- Experience leading teams within social housing
To be considered for this exciting role, please contact Lucie Houston - Managing Consultant at Hamilton Woods or apply online with a covering note of your experience and suitability referencing the job ID number. Due to the exceptionally high level of applications if you have not heard back from HWA within 7 - 10 days, it is regrettable that we cannot respond to all applicants, and please assume your application has been unsuccessful
