Overview
Head of Customer Experience — 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 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 activities within the CX Function, spanning 120fte across multiple areas.
Job 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 is upheld and maintained in accordance with the regulatory framework set by 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 deliver 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.
The Successful Applicant
* 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
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 Area. The organisation offers 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
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