At a Glance
- Tasks: Lead customer experience initiatives and enhance service delivery for our community.
- Company: Join Hexagon, a forward-thinking housing association dedicated to improving lives.
- Benefits: Enjoy flexible hybrid working, private medical insurance, and generous annual leave.
- Other info: Be part of a diverse team committed to inclusivity and personal growth.
- Why this job: Make a real difference in people's lives while advancing your career in a supportive environment.
- Qualifications: Experience in customer service management and a passion for enhancing customer experiences.
The predicted salary is between 89876 - 89876 € per year.
Hexagon is an innovative and responsive housing association working in partnership with a range of local authorities to meet housing needs across Southeast London. With a turnover of £40m and 120 staff, Hexagon is continually improving the quality and range of our affordable homes and services.
As an organisation we are concerned with people, their homes, and communities. We make good quality, affordable housing, and services available to people in the local areas we serve, and work to extend opportunities and improve the neighbourhoods they live in.
Reporting to the Operations Director, the new role of Head of Customer Experience will be a key member of our Operations Directorate and Leadership Team. You will lead the development and strategic direction of our Complaints and Customer Services functions ensuring high quality customer-focused services. Championing a culture of accountability, continuous improvement and customer centered service delivery, you will also shape how customers interact with our services.
You will bring a successful track record of managing customer experience services (including a customer contact centre) in social housing or a regulated environment. You will also have experience of transforming poor performing services and using data to identify, implement and measure service improvements, along with a strong track record of developing and delivering financial reporting information and analysis to a range of stakeholders.
This role presents a brilliant opportunity to further your career with a dynamic company that values its staff and provides a work environment that is built on flexibility, empowerment, and a commitment to support you to be the best that you possibly can. If you have a relevant professional or degree level qualification, are driven by great customer service, want to work with a fantastic team, and feel proud of the contribution that you make each day, then we very much want to hear from you.
We will offer you training and supervision to help you achieve your full potential, with an excellent package including private medical insurance, pension scheme with 3 x salary life assurance, flexible hybrid working – 2 days per week office based, and 26 days annual leave rising one day per year to 31 days.
We are committed to building a diverse workforce and making Hexagon an inclusive place to work where everyone can be themselves and feel valued for their contribution.
Customer Experience in London employer: Hexagon Housing Association
Hexagon is an exceptional employer that prioritises the well-being and development of its staff, offering a supportive and flexible work environment in South East London. With a strong commitment to customer service and community improvement, employees benefit from comprehensive training, generous annual leave, and a robust benefits package including private medical insurance and a pension scheme. Joining Hexagon means being part of a dynamic team dedicated to making a meaningful impact in the lives of local residents while enjoying opportunities for personal and professional growth.
Contact Detail:
Hexagon Housing Association Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience in London
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work at Hexagon or similar organisations. A friendly chat can open doors and give you insights that might just help you stand out.
✨Tip Number 2
Prepare for the interview by understanding Hexagon's values and mission. Show us how your experience aligns with their commitment to customer service and community improvement. Tailor your examples to highlight your relevant skills!
✨Tip Number 3
Don’t forget to showcase your data-driven approach! Be ready to discuss how you've used data to improve customer services in the past. We love seeing candidates who can back up their claims with solid evidence.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of our team at Hexagon. Let’s make it happen!
We think you need these skills to ace Customer Experience in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Customer Experience role. Highlight your experience in managing customer services and any relevant achievements that align with Hexagon's mission of improving housing and community services.
Showcase Your Data Skills:Since the role involves using data to drive service improvements, don’t forget to mention any specific examples where you've successfully used data analysis to enhance customer experience or transform services. We love numbers!
Emphasise Your Leadership Style:As a key member of the Operations Directorate, it’s important to convey your leadership approach. Share how you foster a culture of accountability and continuous improvement within teams, as this aligns with Hexagon's values.
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 fantastic opportunity to join our team at Hexagon!
How to prepare for a job interview at Hexagon Housing Association
✨Know Your Stuff
Before the interview, dive deep into Hexagon's mission and values. Understand their approach to customer experience in social housing. This will help you align your answers with their goals and show that you're genuinely interested in the role.
✨Showcase Your Success Stories
Prepare specific examples from your past experiences where you've transformed customer service or improved performance metrics. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them impactful.
✨Data is Your Friend
Since the role involves using data for service improvements, be ready to discuss how you've used data analytics in previous roles. Bring examples of how you identified issues and implemented changes based on data insights.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions prepared. Ask about their current challenges in customer experience or how they measure success in this role. This shows your enthusiasm and strategic thinking.
