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. You’ll 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.