JOB DESCRIPTION
The Guinness Partnership has a new permanent opportunity for a Regional Head of Customer Service for the North West Customer Liaison team. The team serves over 8,000 homes and 17,000 customers, spanning Crewe in the south of the region, up the M6 corridor to Carlisle in the far north, working in 7 local authority areas, the largest being Cheshire East.
The Regional Head of Customer Service is a key role within the region, you will be responsible for delivering exceptional customer service through your team of 2 Customer Liaison Managers and 17 Officers, and you will build excellent relationships with external and internal stakeholders to ensure that ensure that Guinness meets the resident-focussed key performance indicators.
We are a customer-focussed organisation, so we know that how we do things is just as important as what we do. Youll not only be an inspirational leader who will motivate, lead and create a culture that supports and develops employees, but you will also be a confident collaborator with a willingness to go the extra mile to get the job done.
Essential experience:
Proven senior management experience and strong operational skills, in a large, complex housing or similar organisations.
Proven track record of achieving KPIs, delivering high performance and sustained customer satisfaction.
Experience of strategic and operational planning, collaborative working and leading the delivery of high-quality customer focused services.
Experience of leading, coaching, performance managing and motivating remote teams, and contractors, in a high-performance culture.
Experience of budget setting, management and control.
Understanding of health and safety, risk and regulatory requirements for a housing association.
Experience of delivering exceptional service to a diverse range of customers through others.
Excellent written, verbal and inter-personal communication skills across large teams/ in complex organisations.
Strong stakeholder management and influencing skills.
Desirable experience:
Experience of continuous improvement methodologies.
Relevant coaching skills
Qualification requirements:
Educated to degree level
CIH Level 5 qualified (or working towards)
To find out find out more about the key responsibilities of the role and to ensure you meet the essential criteria, please review the role profile.
Please apply with a CV and covering letter that details how you meet the essential criteria.
Benefits
Holidays: We offer 25 27 days holiday a year, plus bank holidays. We will also give you the opportunity to buy up to an additional 5 days. You will also receive additional holiday in line with your length of service (1 extra day per 5 years service, capped at 4 days).
Competitive Pension Scheme: We will help you save for your retirement through our workplace pension scheme. Guinness match your contribution up to 9%. To help you get the most out of your pension contributions, we operate a salary sacrifice arrangement that means you will pay less National Insurance contributions.
Benefits Portal: We have a lifestyle benefits scheme, pulling together a range of special offers and great deals. You can make some great savings on everyday shopping from fashion and electronics to travel, leisure and days out and weekly supermarket shopping.
Performance Pay: Annual Performance Score bonus subject to eligibility
Life Assurance: For peace of mind Guinness provides three times salary life cover in the event of your death
Health Plan Options: There are a couple of health care schemes available depending on the post grade
VDU/DSE: Free eye test vouchers every 2 years with £55 contribution to glasses if requires for VDU work
Additional benefits include:
Access to the Finance wellbeing portal
Professional subscription annual payment
Travel season ticket loan
Car lease scheme
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