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Head of Customer Experience

Up to £75,000 per annum plus £3,500 car allowance (non-contractual)

Hybrid, with a weekly presence in our Rushden, Peterborough & Boston offices

Permanent, Full Time

Are you a highly driven customer service professional, who places the customer voice and experience at the heart of what you do? If so, our client’s Head of Customer Experience role could be the perfect job for you…

Our client is a leading housing Group across the Midlands & East of England, committed to enhancing communities and improving the lives of both their colleagues and customers. With a mission to provide quality, safe, affordable housing that build great foundations for their customers, their Customer Services & Complaints teams are critical to ensuring their customers receive a world class service at the first point of contact, and can resolve any dissatisfactions efficiently.

As the Head of Customer Experience, you will hold responsibility for developing an engagement offer that ensures the voice of the customer is heard across the Group, alongside being responsible for the holistic customer journey at the point of entry into the Group through their access channels. Further key responsibilities are listed below:

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Work with the Director of Housing and Customer Services to drive a customer first, performance focused culture across the Group.

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Provide clear and direct leadership to the Customer Services, Customer Engagement and Complaints teams to ensure high performance, and identify strategies to deliver continuous improvement.

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Empower the Customer Services Team to take full ownership to resolve as many expressions of dissatisfaction at first point of contact, preventing service failures escalating to a formal complaint.

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Ensure that there’s an effective compliments and complaints management process in place for the Group, in line and fully compliant with the Housing Ombudsman Complaints Handling Code.

To be successful in application for their Head of Customer Experience role, you will have proven experience in delivering high quality, customer-focused services, alongside knowledge and understanding of the regulatory environment within social housing and the implementation of co-regulatory approaches.

Their Head of Customer Experience role operates in a hybrid capacity, contracted to 36.25 hours per week. To them, this means a minimum of 3 days p/week spent across our Rushden, Peterborough and Boston offices for collaboration with colleagues across the Group, with the remainder of the week working from home (subject to business needs – they are open to discussion around how this is built into working weeks. A large portion of their Customer Services and Complaints Team are based in their Rushden and Boston offices.

Please note that initial 1st stage conversations will take place on Thursday 12th October via Microsoft Teams, and 2nd stage interviews will take place on Friday 18th October, at a location TBC.

What you receive from them

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A competitive 31-day annual leave entitlement plus bank holidays

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Car Allowance = £3,500 per annum plus 3% of salary (non-contractual, annually reviewed)

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Pension Scheme with contributions matched by us up to 8.5%

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Life Cover of three times your annual salary (as part of pension scheme membership)

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Membership of their Health Care Cash Plan including Employee Assistance programme and DoctorLine

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Access to a range of discounts, including Blue Light and B&Q Tradepoint Cards

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Free access to financial education service, supporting with personalised financial information on a range of topics such as mortgages, retirement planning, pensions, saving and investments, insurance and will writing

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Free Eye Tests

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Free flu vaccinations

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Investment in your personal development through their extensive learning and development opportunities.

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Professional subscription for membership fees relating to your role, paid for by them

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Family friendly, carers leave plus other paid leave

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Long Service Awards

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Carers Networking Group and resources to support Unpaid Carers

This role currently attracts a non-contractual car allowance according to our Driving at Work Policy. This is currently set at £3,500 per annum, however eligibility for the allowance and the rate of the allowance is reviewed annually and any changes will be notified to you.

How to apply

Please click apply now to submit your CV today. In the event of high applicant volumes they reserve the right to close this advert and CV submission window early.

They do not require recruitment agency support at this time - all speculative CV’s will be treated as a direct application.

Vetting Requirements

The important things – They can only consider applications from candidates who have the right to live and work in the UK. All shortlisted candidates will need to verify eligibility to work in the UK at interview. If you are the successful candidate, original proof must then be provided before your first day.

Naturally working with their customers, they need to complete pre-employment checks before you join them. This role is conditional upon receipt of two satisfactory references (one from your current employer). They also need you to tell them what you have been up to over the past 5 years as a minimum in terms of employment history. This could include carer duties, travel, seeking work, education, employment, training, or volunteering.

Equal Opportunities

As an equal opportunities’ employer, the Group is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

They pride themselves on looking after their colleagues and as part of their commitment they are an Employer for Carers and would welcome your application if you have additional unpaid caring responsibilities.

They aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the Group