MMP Consultancy are working with a fantastic organisation to recruit a Head of Customer Voice to join them on Permanent Basis, in Kent.
Salary: £72,000 Per Annum
Key Responsibilities:
Lead the service and change initiatives to ensure they achieve value for money.
Ensure the service and team meets the regulatory consumer standards and key legislation on engaging and listening to residents.
Be the customer voice champion for the organisation, being responsible for creating effective mechanisms for feedback, robust performance metrics, and identifying trends to identify areas for improvement and implement actionable solutions
Lead on the development and communication of the Resident Strategy, working with the team to deliver the strategy, increasing the number and diversity of engaged residents and providing a range of involvement opportunities for residents, in ways that suit their needs, to shape and influence the services we deliver to them
Ensure the service and team meets the regulatory consumer standards and key legislation on engaging and listening to residents.
Research current thinking and approaches to customer service to aid continuous to service improvement.
Ensure compliance with legislative requirements, policies and procedures.
Developing and implementing innovative strategies to enhance the customer experience, ensuring that services are responsive, accessible, and exceed the expectations of diverse communities
Ensure resolution of complaints through leadership of a specialist resolution team, and effective communication, while resolving complaints, driving high customer satisfaction, and implementing improvement projects based on lessons learned.
Ensuring Complaints policy and process is compliant with the Housing Ombudsman code.
Be responsible for the Annual publication of complaints performance and ensuring compliance with the Code and regulatory requirements.
Identify trends and patterns in complaints to in from service improvements and policy changes
Manage and learn from complex case process
Requirements:
Proven experience of operating at a senior level within a customer service or housing environment. Demonstrable commitment to delivering high-quality service and improving customer satisfaction for residents
Proven ability to lead, manage, and motivate a team, ensuring high performance and effective service delivery.
Experience in customer insight, engagement, and service improvement.
Experience of performance management and using analysis of qualitative and quantitative information to drive service improvements.
Experience in undertaking detailed performance monitoring on key compliance metrics, analysing data to identify trends, strengths, and areas for improvement, and contributing to long-term planning and strategy development.
Experience of ensuring compliance with legislative requirements, policies and procedures.
Experience of setting and managing budgets to achieve value for money.
Experience of applying equality and diversity principles and tailoring services
Knowledge of regulatory requirements related to customer engagement and resident involvement