Overview

Head of Customer Experience — North Yorkshire / North EastAbout Our ClientMichael 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 DescriptionLead the development and delivery of a Customer Experience approach in all housing management servicesEnsure customers receive high quality, customer focused services through strong leadership of neighbourhood management, income collection, extra care and supported housing services — combined 120fteEnsure 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 baseEnsure services and communications can be tailored to individuals'' circumstances, taking into account vulnerabilities, accessibility and preferenceLead 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 expectationsChampion a data driven approach to understand customer data and behaviour, helping drive an improved customer experience across the directorateEnsure that effective housing management services are being provided in extra care and sheltered housing customers, including void management, allocations, ASB and wider tenancy management issuesOversee 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 and support strategy and commissionersIdentify and establish performance targets (KPI / KRI) and management systems related to the services and set up arrangements for their ongoing monitoring and regular reviewContinually 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 ApplicantExperience in a senior CX Leadership role (Housing Sector is desirable)Proven record of developing, implementing and monitoring strategiesExtensive stakeholder management experience across all levelsAbility to analyse and act upon multiple data streamsAbility to motivate, lead and inspire multiple complex teamsWhat\''s on OfferThe 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 including33 days Annual Leave (ability to buy additional)Hybrid / flexible workingAccess to rewards SchemeEmployee assistance programmeCandidates across Yorkshire and the North East are encouraged to apply

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