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- Tasks: Lead customer strategy and ensure services are shaped by customer feedback.
- Company: Golding Homes, a forward-thinking housing association in Kent.
- Benefits: Opportunity to make a real impact and lead innovative customer-focused services.
- Why this job: Join a diverse team dedicated to improving lives and communities.
- Qualifications: Proven senior leadership experience in customer-focused services.
- Other info: Exciting growth phase with opportunities for positive change.
The predicted salary is between 43200 - 72000 £ per year.
Golding Homes is a forward-thinking housing association providing homes and services to more than 20,000 people across Kent. We manage over 8,500 homes, striving to deliver our vision, to be local and listening, visible and trusted, and efficient in everything we do. We’re finalising our four-year corporate plan which focuses on putting customers at the heart, safe quality homes and being smart, efficient and future ready. Everything we do is shaped by our customers and we’re looking for a positive, solutions focused leader to join our Executive Team.
If you share our values and aspire for customer centric services that make a real difference and believe in collaboration and the power of one diverse team, we want to hear from you.
We’re now seeking an Executive Director of Customer Experience to join us. Reporting to the Chief Executive, you’ll lead a number of Golding’s critical customer-facing services and ensure the voice of our customers is embedded across the organisation. You’ll play a key role in shaping our strategic direction, ensuring our services remain responsive, inclusive and focused on delivering excellent outcomes for our customers and communities.
Key responsibilities include:
- Lead Golding’s customer strategy, ensuring services are shaped by customer insight and feedback.
- Provide strategic leadership for housing management, customer services, customer engagement and estate services.
- Lead customer experience directorate ensuring teams are customer-focused, flexible, innovative, cost-effective and add value.
- Champion a culture where the voice of the customer informs decision-making and service design.
- Ensure services deliver strong performance while meeting regulatory expectations and consumer standards.
- Work collaboratively across the organisation to deliver high-quality services and positive outcomes for customers and communities.
- Contribute to the collective leadership of the organisation as a member of the Executive Team.
About you:
You’ll be an experienced senior leader with a strong track record of delivering customer-focused services and improving service outcomes. You’ll bring a clear commitment to placing customers at the heart of our organisation, and the ability to lead teams through change while maintaining a strong focus on service quality and performance.
You’ll also demonstrate:
- Significant senior leadership of high-quality, customer-focused housing services.
- Experience of driving service improvement and organisational change.
- Strong strategic thinking and leadership capability.
- The ability to build effective relationships with customers, colleagues and partners.
- A collaborative leadership style aligned with organisational values.
This is a great time to join Golding as we move into our next phase of growth, to make a positive impact on our customers and communities.
Executive Director of Customer Experience in Dartford employer: Golding Homes
Contact Detail:
Golding Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Executive Director of Customer Experience in Dartford
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those connected to Golding Homes. A friendly chat can open doors and give you insights that might just set you apart from other candidates.
✨Tip Number 2
Prepare for the interview by understanding Golding's mission and values. Think about how your experience aligns with their focus on customer-centric services. Show them you’re not just a fit for the role, but for their culture too!
✨Tip Number 3
Be ready to share specific examples of how you've improved customer experiences in your previous roles. Use data and feedback to back up your claims – it shows you’re results-driven and truly understand the importance of customer insight.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you’re genuinely interested in being part of the Golding team.
We think you need these skills to ace Executive Director of Customer Experience in Dartford
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer-centric services shine through. We want to see how your values align with ours and how you can make a real difference in our customers' lives.
Be Specific About Your Achievements: Don’t just list your responsibilities; highlight specific achievements that demonstrate your ability to lead customer-focused initiatives. We love seeing concrete examples of how you've improved service outcomes in the past.
Tailor Your Application: Make sure to customise your application to reflect the key responsibilities and skills mentioned in the job description. We appreciate when candidates take the time to connect their experience directly to what we’re looking for.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to join our team!
How to prepare for a job interview at Golding Homes
✨Know Your Customer-Centric Approach
Make sure you can articulate your vision for customer experience. Golding Homes is all about putting customers at the heart of everything, so be ready to share specific examples of how you've successfully implemented customer-focused strategies in your previous roles.
✨Showcase Your Leadership Style
As a senior leader, your collaborative approach is key. Prepare to discuss how you've led teams through change while maintaining service quality. Highlight instances where your leadership has directly improved customer outcomes and fostered a positive team culture.
✨Demonstrate Strategic Thinking
Golding is looking for someone who can shape their strategic direction. Be prepared to discuss your experience with strategic planning and how you've used customer insights to drive service improvements. Think about how you can align your past experiences with their future goals.
✨Engage with Their Values
Familiarise yourself with Golding Homes' values and mission. During the interview, reflect on how your personal values align with theirs. This will show that you're not just a fit for the role, but also for the organisation's culture and vision.