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For Companies At a Glance
- Tasks: Lead customer experience initiatives and enhance resident engagement in housing services.
- Company: Join Carrington West, a leader in housing recruitment with over 100 years of combined experience.
- Benefits: Enjoy opportunities for career growth and the chance to shape housing services.
- Why this job: Make a real impact on resident experiences while working in a dynamic and supportive environment.
- Qualifications: Experience in customer service, housing operations, and strong leadership skills are essential.
- Other info: Open to applicants at all levels; we value connections in the housing sector.
We are looking for a passionate and experienced Housing Customer Experience Lead to drive service excellence and enhance resident engagement across housing services. This role will lead customer contact, complaints resolution, allocations, and digital service improvements, ensuring residents receive high-quality support and a seamless experience. As the lead for customer experience, you will champion resident-focused service delivery, ensuring complaints are handled efficiently, housing allocations are well-managed, and customer interactions are proactive, professional, and effective. If you are a strategic thinker with a strong background in customer service, housing operations, and digital transformation, this is an excellent opportunity to shape the future of resident engagement. Key Responsibilities ·Oversee the customer contact team, ensuring residents receive timely and effective support. ·Lead improvements to the call handling process, ensuring high satisfaction and first-time resolutions. ·Act as the voice of the customer, ensuring services are shaped around resident needs and expectations. ·Ensure the efficient allocation of housing, minimising void periods and improving turnaround times. ·Collaborate with housing teams to streamline allocations processes, ensuring fairness and compliance with regulations. ·Oversee the Customer Resolutions Team, ensuring complaints are handled efficiently and learning is embedded into service improvements. ·Ensure compliance with Housing Ombudsman guidance and Consumer Standards, providing assurance to senior management. ·Promote a strong resident voice, ensuring feedback influences decision-making and service enhancements. ·Lead the development of self-service and digital housing solutions, making services more accessible and user-friendly. ·Drive continuous improvement initiatives, ensuring customer service standards remain high. ·Analyse customer feedback and performance data, using insights to enhance service delivery. About You ·Proven experience in customer service, housing operations, or resident engagement within a local authority or social housing provider is essential ·Strong understanding of complaints resolution, Housing Ombudsman regulations, and Consumer Standards. ·Experience in housing allocations or tenancy services ·Skilled in data analysis and reporting, using insights to drive service improvements. ·Exceptional leadership and communication skills, with a passion for customer advocacy. ·Strong ability to engage with residents, senior leadership, and external partners. ·Experience in managing and improving contact centre operations, ensuring customer service excellence. ·Strong understanding of housing policies, compliance, and sector best practices. ·Ability to influence senior stakeholders and drive strategic change. ·A passion for improving resident experiences and shaping housing services for the better. How to Apply If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click APPLY NOW. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you're currently satisfied in your role, we welcome calls from housing professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us
Locations
Housing Customer Experience Lead employer: Carrington West
Contact Detail:
Carrington West Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Customer Experience Lead
✨Tip Number 1
Make sure to highlight your experience in customer service and housing operations during any conversations or networking opportunities. This role requires a strong background in these areas, so be ready to discuss specific examples of how you've improved resident engagement or resolved complaints effectively.
✨Tip Number 2
Familiarize yourself with the Housing Ombudsman regulations and Consumer Standards. Being knowledgeable about these guidelines will not only help you in interviews but also demonstrate your commitment to compliance and high-quality service delivery.
✨Tip Number 3
Showcase your leadership skills by discussing any previous experiences where you led a team or project. Emphasize your ability to drive strategic change and improve customer service standards, as this is crucial for the Housing Customer Experience Lead role.
✨Tip Number 4
Engage with current trends in digital transformation within housing services. Be prepared to share ideas on how you can contribute to developing self-service and digital housing solutions, making services more accessible and user-friendly for residents.
We think you need these skills to ace Housing Customer Experience Lead
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description. Understand the key responsibilities and required skills for the Housing Customer Experience Lead position, so you can tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in customer service, housing operations, and any relevant leadership roles. Use specific examples that demonstrate your ability to enhance resident engagement and drive service excellence.
Showcase Your Skills: Make sure to highlight your skills in complaints resolution, data analysis, and digital transformation. Provide concrete examples of how you've successfully implemented improvements in these areas in previous roles.
Craft a Compelling Cover Letter: Write a personalized cover letter that reflects your passion for improving resident experiences. Address how your strategic thinking and customer advocacy align with the company's goals and values.
How to prepare for a job interview at Carrington West
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for enhancing resident engagement and service excellence. Share specific examples from your past experiences where you successfully improved customer satisfaction or resolved complaints effectively.
✨Demonstrate Your Strategic Thinking
Prepare to discuss how you approach strategic challenges in housing operations. Highlight any initiatives you've led that resulted in improved processes or outcomes, especially in areas like call handling or housing allocations.
✨Highlight Your Leadership Skills
As a Housing Customer Experience Lead, you'll need strong leadership abilities. Be ready to share instances where you've successfully managed teams, influenced stakeholders, or driven change within an organization.
✨Familiarize Yourself with Relevant Regulations
Understand the Housing Ombudsman guidance and Consumer Standards thoroughly. Be prepared to discuss how you ensure compliance in your previous roles and how you would apply this knowledge in the new position.
