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- Tasks: Lead customer involvement and improve service delivery for tenant satisfaction.
- Company: Join a forward-thinking organisation dedicated to enhancing resident experiences in West Kent.
- Benefits: Enjoy a competitive salary, hybrid working options, and a supportive team environment.
- Why this job: Make a real impact by putting customers at the heart of strategic decisions and service improvements.
- Qualifications: Significant experience in customer-focused leadership within regulated sectors is essential.
- Other info: Opportunity to lead a talented team and collaborate with senior leaders.
The predicted salary is between 60000 - 84000 £ per year.
Head of Customer Voice (£72,000 per annum, full-time, hybrid) Job Role We’re looking for a dynamic Head of Customer Voice to lead the strategic direction and delivery of resident involvement and our handling of complaints and complex cases across the organisation. As Head of Customer Voice, you will lead on the delivery of a customer-centric service that focuses on understanding and enhancing the customer journey, while ensuring effective performance of service delivery and providing assurance of achieving high tenant satisfaction across West Kent. You will ensure the customer's voice is at the heart of the organisation, driving strategic decisions and service improvements based on customer insights and feedback. You will also be responsible for leading how we deal with complaints, ensuring we are compliant with the Housing Ombudsman Code, as well ensuring we learn from our mistakes and improve our services. You’ll lead a talented team and work closely with senior leaders to deliver improvements to services in conjunction with our customers. We’re looking for someone who: Has significant experience in a customer focussed senior leadership role within a regulated sector like a housing association, and has a passion for making a difference to customer Has a successful track record of developing and delivering long term, integrated strategies in collaboration with others Can lead and inspire a high per…
Head Of Customer Voice employer: Click To Hired
Contact Detail:
Click To Hired Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head Of Customer Voice
✨Tip Number 1
Network with professionals in the housing sector, especially those who have experience in customer voice roles. Attend industry events or webinars to connect with potential colleagues and learn about the latest trends in customer engagement.
✨Tip Number 2
Research StudySmarter's values and mission, particularly how we prioritise customer feedback. Tailor your conversations during interviews to reflect how your vision aligns with our commitment to enhancing the customer journey.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams in improving customer satisfaction. Highlight any innovative strategies you've implemented that align with our goal of putting the customer's voice at the heart of the organisation.
✨Tip Number 4
Familiarise yourself with the Housing Ombudsman Code and be ready to discuss how you would ensure compliance within our organisation. This knowledge will demonstrate your commitment to maintaining high standards in customer service.
We think you need these skills to ace Head Of Customer Voice
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements. Highlight your relevant experience in customer service leadership, particularly within regulated sectors like housing associations.
Tailor Your CV: Customise your CV to reflect your experience in leading customer-centric initiatives. Use specific examples that demonstrate your ability to enhance customer journeys and handle complaints effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your strategic vision for the role. Mention how you plan to ensure the customer's voice is central to the organisation's decisions and improvements.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements that illustrate your success in previous roles. This could be improvements in customer satisfaction scores or successful implementation of feedback mechanisms.
How to prepare for a job interview at Click To Hired
✨Showcase Your Customer-Centric Approach
As the Head of Customer Voice, it's crucial to demonstrate your commitment to customer satisfaction. Prepare examples of how you've previously enhanced customer journeys and resolved complaints effectively. Highlight specific strategies you implemented that led to improved tenant satisfaction.
✨Understand the Regulatory Landscape
Familiarise yourself with the Housing Ombudsman Code and other relevant regulations. Be ready to discuss how you would ensure compliance within the organisation and share any experiences where you successfully navigated regulatory challenges in previous roles.
✨Emphasise Leadership Skills
This role requires leading a talented team, so be prepared to talk about your leadership style. Share instances where you've motivated teams to achieve high performance and how you foster a culture of learning from feedback and mistakes.
✨Prepare for Strategic Discussions
The position involves driving strategic decisions based on customer insights. Think about how you would gather and analyse customer feedback to inform service improvements. Be ready to present your vision for integrating customer voices into the organisation's strategic direction.
