Your newpany
A unique opportunity is available for an experienced Head of Customer Service (Voice) is available working for a reputable Housing Association based in the Sevenoaks area. The role will be to lead the strategic direction and delivery of resident involvement and handling ofplaints andplex cases across the organisation. This is a permanent role offering hybrid working and a wide range of employee benefits.
Your new role
As Head of Customer Voice, you will lead the delivery of a customer-centric service that focusses on understanding and enhancing the customer journey, while ensuring effective performance of service delivery and providing assurance of achieving high tenant satisfaction across West Kent. You will ensure the customer's voice is at the heart of the organisation, driving strategic decisions and service improvements based on customer insights and feedback.
You will also be responsible for leading how we deal withplaints, ensuring we arepliant with the Housing Ombudsman Code, as well as ensuring we learn from our mistakes and improve our services.You’ll lead a talented team and work closely with senior leaders to deliver improvements to services in conjunction with our customers.
What you'll need to succeed
In order to be successful, you must have previous experience of operating at a senior level in a customer service role, managing a large team or functioning ideally within housing,ernment services or an organisation that liaises closely with tenants and the housing Ombudsman.
You will have direct team management experience, be able to understand customer insights, engagement and service improvement with a heavy emphasis on ensuringpliance with legislative requirements, policies and procedures, and experience of setting and managing budgets.
Other experience includes having a strong data-driven mindset, an analytical approach and being able to analyse KPIs and SLAs, and managing escalatedplaints (stage 2) and maladministration with the Ombudsman.
What you'll get in return
In return, you'll be offered a permanent role paying £72,000 with hybrid working, 2 days in the office in Sevenoaks, 3 at home, 37 hours a week - Monday to Thursday and finish on a Friday. You will have a generous pension, life cover, health care plan, flexible leave package including 3 extra days over Christmas.