Head of Customer Experience

Head of Customer Experience - North Yorkshire / North East

About Our Client

Michael Page are delighted to be partnering with a leading Housing sector organisation on the appointment of a New Head of Customer Experience. Forming part of the senior Customer Experience Directorate, the role forms a crucial part of the organisation and will manage both strategic and operational activities within the CX Function, spanning 120fte across multiple areas.

Job Description

• Lead the development and delivery of a Customer Experience approach in all housing management services
• Ensure customers receive high quality, customer focused services through strong leadership of neighbourhood management, income collection, extra care and supported housing services - combined 120fte
• Ensure compliance is upheld and maintained in accordance with the regulatory framework set by the regulator of social housing (RSH)
• Lead teams to deliver equitable outcomes during every interaction across a diverse customer base
• Ensure services and communications can be tailored to individuals' circumstances, taking into account vulnerabilities, accessibility and preference
• Lead the housing services team to deliver customer satisfaction by ensuring agreed standards are met around availability, reliability, quality and speed, going above and beyond customer expectations
• Champion a data driven approach to understand customer data and behaviour, helping drive an improved customer experience across the directorate
• Ensure that effective housing management services are being provided in extra care & sheltered housing customers, including void management, allocations, ASB and wider tenancy management issues
• Oversee supported housing services to ensure they are delivering high quality housing and support services within agreed financial and VFM criteria and in line with the care & support strategy and commissioners
• Identify and establish performance targets (KPI / KRI) and management systems related to the services and set up arrangements for their ongoing monitoring and regular review
• Continually review, develop, and implement policies, procedures, service standards, and systems based on customer feedback, best practices, technological advancements, and changes in legislation and regulations.

The Successful Applicant

• Experience in a senior CX Leadership role (Housing Sector is desirable)
• Proven record of developing, implementing and monitoring strategies
• Extensive stakeholder management experience across all levels
• Ability to analyse and act upon multiple data streams
• Ability to motivate, lead and inspire multiple complex teams

What's on Offer

The Head of Customer Experience role is an exciting opportunity to join a leading Housing Association located in the North Yorkshire / North East Area. The organisation offers a truly hybrid / flexible model with a requirement to be in their offices 2 - 3 days per week. Generous salary of up to £80,000 on offer plus extensive benefits including

• 33 days Annual Leave (ability to buy additional)
• Hybrid / flexible working
• Access to rewards Scheme
• Employee assistance programme

Candidates across Yorkshire and the North East are encouraged to apply