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- Tasks: Lead transformation of customer services and empower residents through co-creation.
- Company: Eastlight Community Homes, committed to diversity and inclusion.
- Benefits: Competitive salary of ÂŁ156,000 plus pension and benefits.
- Other info: Join a values-led organisation with a commitment to equality and inclusion.
- Why this job: Make a real impact on customer service and drive digital transformation.
- Qualifications: Experienced leader in customer-facing services with a focus on innovation.
The predicted salary is between 124800 - 187200 ÂŁ per year.
Salary: ÂŁ156,000 plus pension and benefits
About the Role
Reporting directly to the Chief Executive, the Chief Customer Officer will provide strategic and operational leadership across all resident-facing services. The role will shape and drive Eastlight’s customer service and contact strategies, aligning them with corporate priorities while championing digital transformation, inclusion and accessibility. As Executive Lead for the Customer Influence Committee and wider resident engagement, the Chief Customer Officer will ensure residents are empowered to influence services through meaningful co-creation, embedded in Eastlight’s ethos of “Think Customer”. The role also provides assurance to the Board and Regulator, maintaining the highest standards of compliance, safeguarding, data protection and service excellence.
Key Responsibilities
- Lead the transformation of customer-facing services, ensuring they are data-informed, digitally enabled and value for money
- Oversee resident operations, embedding high performance, inclusion and consistent service standards
- Act as Executive Lead for resident voice and co-creation, influencing through the Resident Charter and related mechanisms
- Ensure compliance with consumer standards and regulatory requirements
- Drive innovation, continuous improvement and customer insight across all services
- Represent Eastlight externally, building strategic partnerships and promoting sector-wide collaboration
- Lead and develop high-performing teams with a culture of accountability and inclusion
About You
You will be an experienced executive or senior leader in customer-facing services within social housing or a similarly regulated sector. Your track record should demonstrate a strong commitment to service innovation, cultural transformation, and tangible improvements in customer satisfaction and efficiency.
- Proven ability to deliver strategic change, balance social purpose with commercial drivers, and lead large-scale operations
- Strong understanding of customer-focused services, resident engagement and operating within regulated environments, with the ability to translate this effectively into a social housing context
- Excellent leadership, communication and stakeholder engagement skills
- A commitment to equality, diversity and inclusion in service delivery and leadership
Our Commitment to Inclusion
Eastlight Community Homes is committed to building a diverse, inclusive and values-led organisation. We welcome applications from individuals of all backgrounds, experiences and perspectives. Our recruitment process is fair and accessible, ensuring equal opportunities for all candidates. As a Disability Confident employer, we’re happy to make reasonable adjustments throughout the process – please let us know if there’s anything we can do to support you.
Contact Information
For more information please reach out to Tom Neely, Director at Neemar Search (tomneely@neemarsearch.com) or Hannah Smith, Consultant at Neemar Search (hannahsmith@neemarsearch.com / 07942342757).
Chief Customer Officer in Braintree employer: Eastlight Community Homes
Contact Detail:
Eastlight Community Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Chief Customer Officer in Braintree
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those connected to Eastlight. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for the interview by understanding Eastlight’s ethos of 'Think Customer'. Show us how you can champion customer service and drive digital transformation in your own unique way.
✨Tip Number 3
Don’t just talk about your experience; share specific examples of how you've led teams and improved customer satisfaction. We love hearing about real results!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we’re all about making the process as smooth as possible for you.
We think you need these skills to ace Chief Customer Officer in Braintree
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer-facing services, especially within social housing. We want to see how your skills align with our ethos of 'Think Customer'!
Showcase Your Leadership Skills: As a Chief Customer Officer, you'll need to demonstrate strong leadership abilities. Use your application to share examples of how you've led teams and driven service innovation in previous roles. We love seeing tangible results!
Emphasise Inclusion and Diversity: We're all about building a diverse and inclusive organisation. Make sure to mention any initiatives you've been part of that promote equality and inclusion in service delivery. It’s a big deal for us at StudySmarter!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure your details are received directly by us, and we can’t wait to see what you bring to the table!
How to prepare for a job interview at Eastlight Community Homes
✨Know Your Customer-Centric Strategies
Make sure you’re well-versed in customer service strategies, especially those that align with Eastlight’s ethos of 'Think Customer'. Be ready to discuss how you’ve successfully implemented similar strategies in your previous roles.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in fostering high-performing teams and promoting inclusion. Think about specific situations where you’ve driven cultural transformation or improved customer satisfaction.
✨Understand Regulatory Compliance
Brush up on the relevant consumer standards and regulatory requirements in the social housing sector. Be prepared to discuss how you’ve ensured compliance in past roles and how you would approach this at Eastlight.
✨Engage with Resident Engagement Practices
Familiarise yourself with co-creation practices and resident engagement strategies. Be ready to share your thoughts on how to empower residents and enhance their influence on services, as this is a key part of the role.