At Connexus, we are dedicated to providing safe, high-quality homes and services that our customers can rely on. As we continue to adapt to evolving customer needs and regulatory expectations, we are seeking a strategic and customer-focused Head of Customer Services & Engagement to lead our approach to service delivery, complaints handling, and customer engagement across all contact channels.
This is a pivotal leadership role within our Customer Directorate, responsible for shaping and embedding a culture of customer-first service, compliance, and continuous improvement. You will ensure that Connexus not only meets but anticipates the requirements of the Housing Ombudsman, Consumer Standards, and other relevant legislation, driving innovation and championing the customer voice at every level.
Key Responsibilities
* Provide strategic and operational leadership for customer services, complaints handling, and engagement activities.
* Lead and develop a team of around 30 colleagues (including 3 direct reports), fostering a culture of performance and accountability.
* Champion customer feedback and engagement to drive service improvement and shape organisational strategy.
* Ensure compliance with all relevant legislation, regulatory standards, and sector best practice.
* Drive digital transformation and innovation to enhance customer experience and accessibility.
* Collaborate with internal and external partners to deliver excellent customer outcomes and support thriving communities.
About You
* Substantial experience in managing customer service operations, complaints handling, and/or engagement in a regulated environment.
* Strong knowledge of Housing Ombudsman requirements, Consumer Standards, and sector best practice.
* Proven ability to lead, motivate, and develop high-performing teams.
* Excellent communication, negotiation, and influencing skills.
* Financially astute with experience managing budgets and delivering value for money.
* CIH Level 5 qualification (or commitment to achieve) and evidence of continued professional development.
This role has been identified as suitable for hybrid working which will be a combination of home working and working from our offices, with Head office at Craven Arms and travel to other offices as required.