At a Glance
- Tasks: Lead customer experience initiatives and champion a customer-first culture.
- Company: Homes in Somerset, a growing organisation focused on high-quality housing services.
- Benefits: Competitive salary, excellent benefits package, and Local Government Pension Scheme.
- Other info: Hybrid working model with a commitment to equality, diversity, and inclusion.
- Why this job: Join at a pivotal moment and make a real impact on customer service delivery.
- Qualifications: Senior leadership experience in customer service or housing within a regulated environment.
The predicted salary is between 80000 - 80000 € per year.
Salary: £80,000 (pay award pending) with excellent benefits package including Local Government Pension Scheme.
Location: Hybrid - Somerset/Remote Working.
Overview: Homes in Somerset is entering a pivotal phase in its development. Following agreement for the organisation to assume management responsibility for Somerset Council’s full housing stock, the organisation will double in size, creating a single, county‑wide housing management service responsible for 10,000 homes. This is a significant moment to join an organisation growing in scale, complexity and responsibility, underpinned by strong governance, transparency and a clear commitment to delivering high‑quality, customer‑focused housing services.
Responsibilities:
- Report to the Director of Communities & Customer Service and lead the organisation’s customer function across Contact Centre operations, customer engagement, complaints, feedback and insight.
- Champion a customer‑first culture, ensuring customer voices are heard and used to shape service design and improvement.
- Oversee the delivery of an accessible omnichannel service, promote early resolution and learning from complaints, and provide a clear, evidence‑based view of the customer experience to inform Executive and Board decision‑making, digital transformation and inclusive service delivery.
Qualifications:
- Senior leader with extensive experience of customer service, engagement or housing services within a complex, regulated environment.
- Credibility at Executive and Board level, a collaborative leadership style, and a proven ability to build high‑performing teams, embed consistent standards and lead cultural change.
EEO Statement: Homes in Somerset is committed to equality, diversity and inclusion and creating an inclusive workplace where everyone can thrive. If you require any adjustments during the recruitment process, please get in touch to discuss how we can best support you.
Head of Customer Experience employer: GatenbySanderson
Homes in Somerset is an exceptional employer, offering a dynamic and supportive work environment as it embarks on an exciting phase of growth. With a strong commitment to customer service and community engagement, employees benefit from a comprehensive package that includes a Local Government Pension Scheme, opportunities for professional development, and a culture that prioritises inclusivity and collaboration. Join us in making a meaningful impact on housing services across Somerset while enjoying the flexibility of hybrid working arrangements.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector or customer experience roles. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by researching the company’s values and recent projects. We want to see how you can fit into our customer-first culture, so be ready to share your ideas on enhancing customer engagement!
✨Tip Number 3
Showcase your leadership skills! Be prepared to discuss how you've built high-performing teams and led cultural change in previous roles. We love hearing about real-life examples that demonstrate your impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who align with our mission of delivering high-quality, customer-focused services.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service and engagement. We want to see how your skills align with our mission of delivering high-quality, customer-focused housing services.
Showcase Leadership Experience:As a senior leader, it’s crucial to demonstrate your ability to build high-performing teams and lead cultural change. Share specific examples of how you've successfully managed teams and improved customer experiences in previous roles.
Emphasise Customer-Centric Approach:We’re all about championing a customer-first culture. Make sure to include instances where you’ve listened to customer feedback and used it to shape service design or improvements. This will show us that you truly understand the importance of the customer voice.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity to join Homes in Somerset during this pivotal phase.
How to prepare for a job interview at GatenbySanderson
✨Know Your Stuff
Make sure you thoroughly understand the role of Head of Customer Experience. Familiarise yourself with Homes in Somerset's mission, values, and recent developments. This will help you demonstrate your genuine interest and show how your experience aligns with their goals.
✨Showcase Your Leadership Style
Prepare to discuss your collaborative leadership style and how you've built high-performing teams in the past. Use specific examples that highlight your ability to drive cultural change and embed consistent standards in customer service.
✨Emphasise Customer-Centricity
Since the role focuses on championing a customer-first culture, be ready to share your strategies for ensuring customer voices are heard. Discuss how you've used feedback to shape service design and improvement in previous roles.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complaints. Think of examples where you've promoted early resolution and learning from complaints, and be ready to explain your thought process.
