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 a pivotal moment in housing management and make a real impact on customer service.
- Qualifications: Extensive experience in customer service leadership within complex environments.
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 in West Bromwich employer: GatenbySanderson
Homes in Somerset is an exceptional employer, offering a dynamic work environment that prioritises customer experience and community engagement. With a strong commitment to employee growth, you will have the opportunity to lead transformative initiatives while enjoying a competitive salary and an excellent benefits package, including the Local Government Pension Scheme. Our hybrid working model allows for flexibility, making it an ideal place for those seeking meaningful and rewarding employment in the housing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in West Bromwich
✨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. Show us you’re genuinely interested in Homes in Somerset and how you can contribute to their mission.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Head of Customer Experience. Highlight your leadership style and how you’ve driven customer-first initiatives in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Head of Customer Experience in West Bromwich
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. Use your application to illustrate how you’ve listened to customer feedback and used it to shape service design and improvement in your past positions.
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 at Homes in Somerset.
How to prepare for a job interview at GatenbySanderson
✨Know Your Stuff
Make sure you thoroughly understand the role of Head of Customer Experience and the specific responsibilities outlined in the job description. Familiarise yourself with Homes in Somerset's mission, values, and recent developments, especially regarding their expansion and commitment to customer service.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your experience in leading teams and driving cultural change. Think about times when you've successfully implemented customer-first strategies or improved service delivery, as these will resonate well with the interviewers.
✨Emphasise Customer Engagement
Be ready to discuss how you would champion a customer-first culture. Share your thoughts on how to effectively gather and utilise customer feedback to shape services. This shows that you’re not just about managing operations but are genuinely invested in enhancing the customer experience.
✨Ask Insightful Questions
Prepare thoughtful questions that reflect your interest in the organisation's future and its approach to customer service. Inquire about their current challenges in customer engagement or how they envision the role evolving as they expand. This demonstrates your strategic thinking and genuine interest in contributing to their success.
