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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 drive positive change.
- Why this job: Join a diverse team focused on delivering excellent outcomes for customers.
- Qualifications: Proven senior leadership experience in customer-focused services.
- Other info: Be part of an exciting growth phase and shape the future of housing.
The predicted salary is between 36000 - 60000 £ 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 Kent 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 Kent
✨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 values and recent initiatives. Show us how your experience aligns with their mission of putting customers at the heart of everything they do. Tailor your examples to highlight your customer-centric approach!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After your interview, drop a quick thank-you note to express your appreciation. It’s a simple gesture that keeps you fresh in our minds and shows your enthusiasm for the role.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you’re serious about joining our team and contributing to our vision.
We think you need these skills to ace Executive Director of Customer Experience in Kent
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the specific skills and experiences that align with the Executive Director of Customer Experience role. Highlight your customer-focused leadership and any relevant achievements that demonstrate your ability to drive service improvement.
Showcase Your Values: Golding Homes is all about being local, listening, and being trusted. In your application, share examples of how you've embodied these values in your previous roles. This will show us that you’re not just a fit for the job, but also for our culture.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to convey your ideas and avoid jargon. We want to see your personality shine through, so don’t be afraid to let your voice come across!
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 the role. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at Golding Homes
✨Know Golding Homes Inside Out
Before your interview, dive deep into Golding Homes' mission, values, and recent initiatives. Understanding their focus on customer-centric services and community impact will help you align your answers with their goals.
✨Showcase Your Leadership Style
Prepare to discuss your leadership approach, especially in driving service improvement and organisational change. Use specific examples from your past experiences that highlight your ability to lead teams through transitions while maintaining high service quality.
✨Emphasise Customer Insight
Be ready to talk about how you've successfully embedded customer feedback into service design in previous roles. Share concrete examples of how this has led to improved outcomes, demonstrating your commitment to putting customers at the heart of everything.
✨Collaborative Mindset is Key
Golding Homes values collaboration, so prepare to discuss how you've built effective relationships with various stakeholders. Highlight instances where your collaborative efforts have led to positive results for customers and communities.