At a Glance
- Tasks: Lead the customer journey and enhance service standards across the organisation.
- Company: A forward-thinking social housing provider in Greater Manchester.
- Benefits: Competitive salary of £95,000 - £110,000 plus a comprehensive benefits package.
- Other info: Confidential search with opportunities for professional growth and impact.
- Why this job: Make a real difference in customer experience and drive positive change in social housing.
- Qualifications: Experience in customer leadership within social housing or regulated sectors.
The predicted salary is between 95000 - 110000 £ per year.
Senior and executive search across customer operations, CX and contact centres.
Greater Manchester £95,000 plus benefits Confidential search via Stellify
We're partnering with a North West social housing provider that's investing properly in the leadership of its customer function.
They want a Director of Customer to take full ownership of the end to end customer journey and to lift the standard of that experience across the organisation.
Role
You'll own the customer journey from first contact to resolution, with income, insight and complaints all sitting under your remit.
That means leading a high performing income function that supports tenants and protects the organisation's financial health, turning customer insight into decisions that improve service, and running a complaints operation that resolves issues well and learns from them.
With the consumer standards reshaping what good looks like, you'll build a customer offer that stands up to that scrutiny.
It's an executive seat reporting into the senior leadership team.
What we're looking for
A senior customer leader from social housing, or from another regulated sector where customer outcomes are closely watched.
You'll have led across income, complaints or customer operations at director level, or be ready to step up, with a record of joining those threads into a single journey rather than running them as separate teams.
A working knowledge of the consumer standards and what the regulator now expects on complaints handling and customer insight will put you in a strong position.
Details
£95,000 - £110,000 with a benefits package, based in the Greater Manchester area with regular time on site.
This is a confidential search, so the provider can't be shared without NDAs.
Director of Customer Social Housing in Manchester employer: Frey Consulting Group
Join a well-established precision engineering company in Tewkesbury, where you will thrive in a modern manufacturing environment dedicated to producing high-quality components for regulated industries like aerospace. Enjoy a stable role with excellent long-term prospects, including 33 days of holiday, a company pension scheme, and ongoing training opportunities, all while working with advanced machinery in a supportive and inclusive culture that values your growth and contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Social Housing in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Frey Consulting Group. 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 Frey Consulting Group 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 Director of Customer Social Housing in Manchester
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 Frey Consulting Group:Your cover letter is your chance to shine! Tell us why you want to work at Frey Consulting Group 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 Frey Consulting Group!
How to prepare for a job interview at Frey Consulting Group
✨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.
