Deputy Director HR, Digital and Customer Service
SR - CM BEXLEY_1748879822 Posted: 06/02/2025
Contract Role
Exciting opportunity for a Head of Customer Service / HR - Digital and Transformation (Director Level)
Working with a large housing group, this is a long-term contract to permanent position.
Overall purpose of the job:
As a senior leader and key adviser to the Chief Executive, Cabinet, and Corporate Management Team, you will shape and deliver a housing vision reflecting the borough's aspirations and challenges. You will drive innovation across HR, Customer Service, tenant engagement, and Digital, underpinned by strong governance, digital transformation, and a focus on resident experience.
Key responsibilities:
1. Housing strategy, planning, and delivery
2. Human Resources
3. Digital outreach
This is a hybrid position.
Requirements include experience in driving customer service best practices, complaint resolution, motivating teams with clear leadership, and strong IT skills including planning software.
Essential requirements:
1. Senior/Head of service role within customer experience, resolutions, and allocations in social housing; ALMO experience is desirable
2. Knowledge of social housing regulation and the Housing Ombudsman complaint handling code
3. Experience with TSMs and increasing satisfaction
4. Customer Excellence accreditation
5. Experience working with the Board Member responsible for complaints
6. Strategic oversight of customer experience and compliance with Consumer Standards
7. Collaboration with the Senior Leadership Team across SHP
8. Providing assurance reports and management information to the Board, clients, and executive team
Desirable skills include excellent communication, interpersonal skills, data analysis, customer focus, leadership, and staff development abilities.
This role involves supporting new processes and working closely with management to foster a positive environment across the organization.
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