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, en...