At a Glance
- Tasks: Lead customer experience initiatives and enhance service delivery for our community.
- Company: Hexagon, a forward-thinking housing association dedicated to improving lives.
- Benefits: Competitive salary, private medical insurance, flexible working, and generous annual leave.
- Other info: Join a diverse team in a Great Place to Work accredited organisation.
- 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 improving 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 its affordable homes and services. As an organization, 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, and 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. You will be joining a Great Place to Work accredited organisation with IIP Gold.
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.
If you think you have the skills to do all this and more, we want to hear from you. 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.
Accessibility and Adjustments: We are committed to providing reasonable adjustments throughout the recruitment process to ensure inclusivity. If you have any specific requirements, please contact recruitment@hexagon.org.uk
Head of Customer Experience employer: Hexagon Recruitment
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 range of health and financial benefits, all while contributing to meaningful housing solutions. Join a Great Place to Work accredited organisation that values diversity and empowers you to excel in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience
✨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 insider info that could make your application stand out.
✨Tip Number 2
Prepare for the interview by researching Hexagon's values and recent projects. Show us that you’re not just another candidate; demonstrate how your experience aligns with their mission of improving communities and customer service.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We want to see your personality shine through, so don’t be afraid to share your passion for customer experience and how you’ve transformed services in the past.
✨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, where we value commitment and enthusiasm.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Customer Experience role. Highlight your experience in managing customer services and any relevant achievements that showcase your ability to improve service delivery.
Craft a Compelling Cover Letter:Your cover letter should tell us why you're passionate about customer experience and how your background aligns with our mission at Hexagon. Be sure to mention specific examples of how you've transformed services in the past.
Showcase Your Data Skills:Since this role involves using data to drive improvements, don’t forget to include examples of how you've used data analysis in previous roles. We want to see how you can measure success and implement changes based on insights.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you’re considered for the role!
How to prepare for a job interview at Hexagon Recruitment
✨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 their work.
✨Showcase Your Success Stories
Prepare specific examples of how you've transformed customer experience services in the past. Use data to back up your achievements, like improvements in customer satisfaction scores or efficiency metrics. This will demonstrate your capability to drive results.
✨Emphasise Teamwork and Leadership
As a key member of the Operations Directorate, it's crucial to highlight your leadership style and how you foster collaboration. Share experiences where you've led teams to success, especially in challenging situations, to illustrate your ability to champion a culture of accountability.
✨Ask Insightful Questions
Prepare thoughtful questions about Hexagon's current challenges in customer service and how they measure success. This not only shows your interest but also gives you insight into their expectations and how you can contribute to their goals.
