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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 customer-centric services and community improvement.
- Qualifications: Proven senior leadership experience in customer-focused services.
- Other info: Exciting growth phase with opportunities for impactful leadership.
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 Maidstone 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 Maidstone
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work at 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 customer-centric approach. Think about how your experience aligns with their mission and be ready to share specific examples of how you've put customers first in your previous roles.
✨Tip Number 3
Showcase your leadership style! Be ready to discuss how you’ve led teams through change and improved service outcomes. Use stories that highlight your collaborative approach and ability to build strong relationships.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Golding team and making a difference in the community.
We think you need these skills to ace Executive Director of Customer Experience in Maidstone
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to reflect the values and mission of Golding Homes. Highlight your experience in customer-focused services and how you can contribute to their vision of being local, listening, and trusted.
Showcase Your Leadership Skills: As an Executive Director, your leadership style is crucial. Use your application to demonstrate your strategic thinking and ability to lead teams through change while maintaining a focus on service quality and performance.
Emphasise Collaboration: Golding Homes values collaboration, so be sure to mention your experience in building effective relationships with customers, colleagues, and partners. Share examples of how you've worked with diverse teams to achieve common goals.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. This way, we can ensure your application reaches the right people and you get the best chance to shine!
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
As an Executive Director, your leadership approach is crucial. Be ready to discuss specific examples of how you've led teams through change while maintaining service quality. Highlight your collaborative style and how it aligns with their organisational values.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and strategic thinking. Prepare scenarios where you've successfully driven service improvement or responded to customer feedback, showcasing your ability to make data-driven decisions.
✨Emphasise Customer Engagement
Since the role focuses on embedding the voice of the customer, be prepared to discuss how you've previously engaged customers in service design. Share examples of how customer insights have shaped your strategies and led to positive outcomes.