At a Glance
- Tasks: Lead customer services and communications to enhance resident engagement and satisfaction.
- Company: Anchor, England's largest not-for-profit provider of housing and care for older people.
- Benefits: Competitive salary, cash car allowance, flexible working, and the chance to make a real impact.
- Other info: Join a dynamic team committed to improving lives and driving meaningful change.
- Why this job: Shape the experiences of thousands and ensure their voices are heard in decision-making.
- Qualifications: Proven leadership experience in customer-focused roles within large organisations.
The predicted salary is between 140000 - 180000 £ per year.
Location: Flexible/Hybrid
Contract: Permanent | Full-time (37.5 hours per week)
Salary: £140,000 to £180,000 plus £7,400 cash car allowance
Working pattern: Home-based with regular travel between London and Bradford
Help Shape the Experience of Every Customer and Resident
At Anchor, we're committed to helping people live well in later life. As England's largest not-for-profit provider of housing and care for older people, we support thousands of residents and customers across the country every day. We're now looking for an exceptional leader to join our Senior Leadership Team in the newly created role of Group Director, Customer & Communications. This is one of Anchor's most influential leadership positions.
Reporting to the Executive Director, Resources, you will lead a broad portfolio spanning customer services, resident engagement, communications and corporate business support, helping to shape how Anchor listens to, understands and responds to the people we serve. As a member of the Senior Leadership Team, you will play a key role in shaping organisational strategy and performance, ensuring that customer insight and resident voice inform decision-making across the business.
Working closely with Executive colleagues, the Board and resident representatives, you will strengthen customer outcomes, drive continuous improvement and enhance Anchor's reputation as a trusted provider of housing and care services. Leading through the Director of Communications, Brand & Marketing, Director of Resident Engagement & Customer Voice and Director of Customer Services, you will bring together customer experience, engagement and communications to build trust, strengthen our reputation and improve the everyday lives of the people who call an Anchor property home.
About the Role
This is a unique opportunity to shape how Anchor engages with, listens to and delivers for its customers and residents. You will be responsible for ensuring customer insight, resident voice and organisational learning are embedded within decision-making at every level, helping to shape long-term strategies that improve services, strengthen engagement and deliver better outcomes for customers.
Working closely with Executive colleagues, the Board and resident representatives, you will provide strategic leadership across customer experience, customer services, complaints, communications, marketing, brand and resident engagement. You will use insight, influence and innovation to strengthen customer outcomes, drive service improvement and ensure feedback translates into meaningful action.
Home is at the centre of people's lives. For our residents and customers, the quality of their home, the services they receive and the extent to which they feel heard and valued have a direct impact on their wellbeing, independence and quality of life. This role provides a rare opportunity to influence the experiences of thousands of people across the country, ensuring customers remain at the heart of every decision we make.
About You
You will be an experienced senior leader with a track record of leading customer-focused services, communications, engagement or reputational functions within a large, complex organisation. You will bring:
- Significant leadership experience, operating at Director level or above, with responsibility for shaping organisational strategy and performance.
- A strong track record of improving customer outcomes and embedding customer insight within decision-making.
- Experience leading large, multidisciplinary teams through senior leaders.
- The ability to influence and build credibility with Executive Teams, Boards and a wide range of internal and external stakeholders.
- Experience driving organisational change, service improvement and cultural transformation.
- Outstanding communication and relationship-building skills, with the ability to translate strategic ambition into tangible outcomes.
Most importantly, you will understand the profound difference that a safe, secure and well-managed home can make to people's lives. You will be passionate about ensuring that customer voice shapes strategy, informs decision-making and leads to better outcomes for residents and customers across Anchor.
Why Join Anchor?
This is an opportunity to shape one of the most important leadership portfolios within our organisation. You'll play a key role in ensuring residents' voices are heard, customer experiences continually improve and Anchor's reputation remains strong as we deliver our strategic ambitions. Most importantly, you'll make a meaningful difference to the lives of thousands of people in later life.
Group Director - Customer & Communications in Bradford employer: Anchor
Anchor is an exceptional employer that prioritises the voices of residents and fosters a collaborative work culture. With a strong commitment to employee growth, we offer opportunities for professional development and meaningful engagement in service improvement initiatives. Located in a vibrant community, our team enjoys a supportive environment where innovative ideas are valued and impactful change is made.
StudySmarter Expert Advice🤫
We think this is how you could land Group Director - Customer & Communications in Bradford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Anchor. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Anchor before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Group Director - Customer & Communications in Bradford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Anchor:Your cover letter is your chance to shine! Tell us why you want to work at Anchor specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Anchor!
How to prepare for a job interview at Anchor
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
