At a Glance
- Tasks: Lead and develop a new Customer Experience team while ensuring high service standards.
- Company: Established housing association in Norfolk with a focus on customer satisfaction.
- Benefits: Full-time role with potential for extension and hands-on leadership experience.
- Other info: Opportunity to work in a dynamic environment with a focus on continuous improvement.
- Why this job: Make a real impact by improving customer experiences during a period of change.
- Qualifications: Strong leadership skills and experience in customer service management.
The predicted salary is between 37800 - 46200 £ per year.
Location: Norfolk (full-time, office-based)
Contract: 3 months (with potential to extend)
Hours: Full-time, 37 hours per week
We are partnering with a well-established housing association in Norfolk seeking an Interim Customer Experience Lead to provide senior leadership and stability to their Customer Experience team during a period of change and high operational demand. This is a hands-on interim leadership role focused on steadying a relatively new team, maintaining service standards, driving continuous improvement, and ensuring high-quality customer outcomes across all touchpoints. You will take ownership of both day-to-day performance and longer-term quality and improvement activity.
About the Role
As Interim Customer Experience Lead you will oversee the operational delivery of the customer experience function, coach and develop the team, monitor performance against service standards and KPIs, and act as a visible champion for continuous improvement. The role requires strong leadership presence, resilience, and the ability to calm and focus a team where a significant proportion of staff are relatively new in post. You will work closely with the Assistant Director of Customer Experience and play a key part in ensuring services are delivered consistently.
Interim Customer Experience (CX) Lead (3-month) in Norfolk employer: Goodman Masson
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