Head of Customer Experience (Contact Centre Led)
York based - 3 days on site
Housing Sector
£60,000 - £65,000Client Details
Page Group are delighted to be working in partnership with a leading organisation within the Housing Sector, who are looking to appoint a new Head of Customer Experience. The role will have strategic and operational responsibility for both CX and Contact Centre, supporting residents across their estate.
This is a key role within the organisation that will be pivotal in achieving pre agreed organisational objectives
Description
Lead a 25fte contact centre led operation to support customers across a wide range of needs, in line with contractual expectations
Support customers with needs around repairs & works, financial support, vulnerability, complaints and customer satisfaction
Create, implement and drive the Customer Experience & Engagement strategy through customer contact channels, understanding customer needs and delivering against them
Work cross functionally with other departments to ensure the delivery of customer needs including finance, facilities and contractors
Manage all available resource to deliver against expectations, proactively identifying resource issues and creating plans to eradicate potential issues
Ensure the function remains operationally compliant in line with regulatory requirements and industry standards
Drive continuous improvement activities across the directorate, ensuring all decisions are made with the customer at heartProfile
Experience leading a complex contact centre operation
Implementation and record of delivering CX strategies
Extensive stakeholder management
Housing industry experience (desirable)Job Offer
The role of Head of Customer Experience will join a leading Housing Sector led organisation based on York
Hybrid working on offer - 3 days on site
£60,000 - £65,000 depending on experience
Generous benefits (will be disclosed on application)