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- Head of Customer Experience
- Housing sector organisation
- £80,000 plus benefits
- Situated North Yorkshire / North East - Hybrid / flexible working on offer
Client Details
Michael Page are delighted to be partnering with a leading Housing sector organisation on the appointment of a New Head of Customer Experience
Forming part of the senior Customer Experience Directorate, the role forms a crucial part of the organisation and will manage both strategic and operational activites within the CX Function, spanning 120fte across multiple areas
Description
- Lead the development and delivery of a Customer Experience approach in all housing management services
- Ensure customers receive high quality, customer focused services through Strong leadership of neighbourhood management, income collection, extra care and supported housing services - combined 120fte
- Ensure compliance in upheld and maintained in accordance to the regulatory framework set byt the regulator of social housing (RSH)
- Lead teams to deliver equitable outcomes during every interaction across a diverse customer base
- Ensure services and communications can be tailored to individuals circumstances, taking into account vulnerabilities, accessibility and preference
- Lead the housing services team to delivery customer satisfaction by ensuring agreed standards are met around availability, reliability, quality and speed, going above and beyond customer expectations
- Champion a data driven approach to understand customer data and behaviour, helping drive an improved customer experience across the directorate
- Ensure that effective housing management services are being provided in extra care & sheltered housing customers, including void management, allocations, ASB and wider tenancy management issues
- Oversee supported housing services to ensure they are delivering high quality housing and support services within agreed financial and VFM criteria and in line with the care & support strategy and commissioners
- Identify and establish performance targets (KPI / KRI) and management systems related to the services and set up arrangements for their ongoing monitoring and regular review
- Continually review, develop, and implement policies, procedures, service standards, and systems based on customer feedback, best practices, technological advancements, and changes in legislation and regulations.
Profile
- Experience in a senior CX Leadership role (Housing Sector is desirable)
- Proven record of developing, implementing and monitoring strategies
- Extensive stakeholder management experience across all levels
- Ability to analyse and act upon multiple data streams
- Ability to motivate, lead and inspire multiple complex teams
Job Offer
The Head of Customer Experience role is an exciting opportunity to join a leading Housing Association located in the North Yorkshire / North East Area
The organisation offer a truly hybrid / flexible model with a requirement to be in their offices 2 - 3 days per week
Generous salary of up to £80,000 on offer plus extensive benefits including
- 33 days Annual Leave (ability to buy additional)
- Hybrid / flexible working
- Access to rewards Scheme
- Employee assistance programme
Candidates across Yorkshire and the North East are encouraged to apply
