1. Head of Customer Experience
2. North Yorkshire / North East
About Our Client
Michael Page are delighted to be partnering with a leading Housing sector organisation on the appointment of a New Head of Customer ExperienceForming 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
Job Description
3. Lead the development and delivery of a Customer Experience approach in all housing management services
4. Ensure customers receive high quality, customer focused services through Strong leadership of neighbourhood management, income collection, extra care and supported housing services - combined 120fte
5. Ensure compliance in upheld and maintained in accordance to the regulatory framework set byt the regulator of social housing (RSH)
6. Lead teams to deliver equitable outcomes during every interaction across a diverse customer base
7. Ensure services and communications can be tailored to individuals circumstances, taking into account vulnerabilities, accessibility and preference
8. 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
9. Champion a data driven approach to understand customer data and behaviour, helping drive an improved customer experience across the directorate
10. 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
11. 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
12. 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
13. 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.
The Successful Applicant
14. Experience in a senior CX Leadership role (Housing Sector is desirable)
15. Proven record of developing, implementing and monitoring strategies
16. Extensive stakeholder management experience across all levels
17. Ability to analyse and act upon multiple data streams
18. Ability to motivate, lead and inspire multiple complex teams
What's on Offer
The Head of Customer Experience role is an exciting opportunity to join a leading Housing Association located in the North Yorkshire / North East AreaThe organisation offer a truly hybrid / flexible model with a requirement to be in their offices 2 - 3 days per weekGenerous salary of up to £80,000 on offer plus extensive benefits including
19. 33 days Annual Leave (ability to buy additional)
20. Hybrid / flexible working
21. Access to rewards Scheme
22. Employee assistance programme
Candidates across Yorkshire and the North East are encouraged to apply