Deputy Director HR, Digital and Customer Service
SR - CM BEXLEY_1748879822 Posted: 06/02/2025
CONTRACT ROLE
Exciting Opportunity for a Head of Customer Service / HR - Digital and Transformation (Director Level)
Working with a Large Housing group
Long term contract to permanent
Overall purpose of the job:
As a senior leader and key adviser to the Chief Executive, Cabinet, and Corporate Management Team, you will shape and deliver a housing vision that reflects the borough's aspirations and challenges. You'll drive innovation across HR, Customer Service, tenant engagement, and Digital- underpinned by strong governance, digital transformation, and resident experience.
Key responsibilities:
1. Housing strategy, planning, and delivery
2. Human Resources
3. Digital outreach
Hybrid Position
Experience driving customer service best practice and complaint resolution. Ability to motivate a team with clear direction and leadership. Strong people management skills. Ability to build and nurture strong working relationships with colleagues and clients. Advanced IT Skills including planning software's .
Requirement
4. Senior/Head of service role within a customer experience, customer resolutions and allocations within social housing - and ALMO experience is desirable
5. Experience of social housing regulation and working within the Housing Ombudsman complaint handling code
6. TSMs and increasing satisfaction
7. Customer Excellence accreditation
8. Working with the Board Member responsible for complaints
9. Strategic oversight of delivering the customer experience and meeting the Consumer Standards relevant to the customer experience
10. Working with Senior Leadership Team across SHP
11. Providing assurance reporting and management information to Board, the Client and the executive team
Desirable for candidate:
12. Excellent communication skills
13. Strong interpersonal skill working with people at all levels
14. Analytically skills to interpret data and monitor trends
15. Strong customer focus and excellent telephone manner
16. Leadership skills and the ability to motivate and develop staff
This role will be supporting new processes and working closely with management to achieve a strong and happy environment across the board.