At a Glance
- Tasks: Lead customer service transformation and enhance customer journeys for a seamless experience.
- Company: Delta Housing Ltd, a forward-thinking organisation focused on customer-first integration.
- Benefits: £65,000 salary, healthcare plan, generous leave, and flexible working options.
- Other info: Join a dynamic team with opportunities for professional growth and development.
- Why this job: Make a real difference in customer service while shaping the future of our organisation.
- Qualifications: Experience in customer service transformation and strong understanding of service design.
The predicted salary is between 65000 - 65000 £ per year.
We are looking for a Customer Transformation Lead to lead the transformation of customer services required to successfully integrate CHP and Estuary into Delta, ensuring continuity of service at Day 1 while designing and delivering improved customer journeys and service models for the future organisation. The role is responsible for ensuring that all transformation activity considers and enhances the customer experience, aligning services, processes and systems to deliver a consistent, high‑quality service to residents. The postholder will play a key role in embedding a customer‑first approach across the programme, ensuring that integration decisions support both operational stability and long‑term service improvement.
What you'll be doing
- Lead the development and delivery of the Customer Transformation approach, aligned to the overall integration plan and long‑term strategy.
- Lead the Customer Workstream, ensuring that customer services are aligned and operationally ready for Day 1 with minimal disruption to customers.
- Oversee the mapping and design of current and future customer journeys, identifying opportunities to simplify, standardise and improve services.
- Ensure that the customer impacts of all integration and transformation initiatives (including systems, processes and policy changes) are identified, assessed and managed effectively.
- Work closely with other Transformation Leads (People, Property and other team members) to ensure a joined‑up approach to service delivery and customer experience.
- Provide input into operational and technical projects (e.g. housing management system integration, contact centre changes) to ensure customer experience and service performance are fully considered.
What we are looking for
- Relevant professional qualification or training in service design, customer experience or operational management (or equivalent experience).
- Proven experience leading Customer Service transformation, ideally within large‑scale transformation programmes or mergers in the housing or public sector.
- Strong understanding of customer journeys, service design and operational service delivery, with experience improving services across multiple channels (e.g. contact centres, digital, housing services).
- Experience of assessing and managing the customer and service impacts of transformation initiatives, including system implementations (e.g. housing management systems), process redesign and service integration.
- Strong understanding of change management principles and frameworks (e.g. Prosci, ADKAR), with the ability to apply these in operational environments.
Our hybrid working role requires you to be in the office a minimum of 1 day a week to facilitate workshops and work closely with stakeholders.
Benefits
- £65,000 per annum.
- Learning and development opportunities.
- Healthcare cash plan.
- Robust employee reward and recognition programme.
- Free and confidential Employee Assistance Programme.
- Volunteering programme.
- Competitive pension scheme.
- 25 days annual leave per annum, plus bank holidays, 3 extra days between Christmas and New Year and 1 wellbeing day per annum.
- 37 hours per week – employees may be able to work flexibly by agreement with their line manager, taking account of business need.
- We operate a hybrid working policy at Delta Housing Ltd.
Please note: We reserve the right to close this vacancy early if we receive a high volume of applications or successfully appoint a candidate before the closing date. We encourage early applications to avoid disappointment.
Customer Transformation Lead in Basildon employer: Grand Arcade
Delta Housing Ltd is an exceptional employer that prioritises a customer-first approach while fostering a collaborative and innovative work culture. With a competitive salary of £65,000 per annum, generous benefits including a healthcare cash plan, robust employee recognition programmes, and ample learning and development opportunities, employees are empowered to grow and thrive. The hybrid working model allows for flexibility, ensuring a healthy work-life balance while contributing to meaningful transformation in customer services within the housing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Transformation Lead in Basildon
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their customer transformation goals. We want you to shine!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Customer Transformation Lead in Basildon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service transformation. We want to see how your skills align with the role of Customer Transformation Lead, so don’t hold back on showcasing relevant projects!
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to lead transformation initiatives. Use metrics where possible to illustrate the impact of your work – numbers speak volumes!
Keep It Clear and Concise:We appreciate clarity! Make your application easy to read by using bullet points and clear headings. This helps us quickly identify your key skills and experiences related to the job description.
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 ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Grand Arcade
✨Know Your Customer Journeys
Make sure you understand the customer journeys relevant to the role. Familiarise yourself with how services are currently delivered and think about ways they could be improved. This will show your potential employer that you're already thinking about the customer-first approach they value.
✨Demonstrate Transformation Experience
Prepare specific examples from your past experiences where you've successfully led customer service transformations. Highlight any large-scale projects or mergers you've been involved in, especially within the housing or public sector, as this will resonate well with the interviewers.
✨Align with Change Management Principles
Brush up on change management frameworks like Prosci or ADKAR. Be ready to discuss how you've applied these principles in previous roles to ensure smooth transitions during service integrations. This will demonstrate your strategic thinking and operational readiness.
✨Engage with Stakeholders
Think about how you would work with various stakeholders to ensure a joined-up approach to service delivery. Prepare to discuss your communication strategies and how you’ve facilitated workshops or discussions in the past to gather insights and align objectives.
