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- Tasks: Lead customer experience initiatives and enhance service delivery for our community.
- Company: Hexagon, a forward-thinking housing association in South East London.
- Benefits: Flexible hybrid working, private medical insurance, and generous annual leave.
- Other info: Join a diverse team committed to inclusivity and personal development.
- Why this job: Make a real difference in people's lives while growing your career in a supportive environment.
- Qualifications: Experience in customer service management and a passion for improving customer experiences.
The predicted salary is between 50000 - 60000 £ 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 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, 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.
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.
For further details about the role please visit our website via the apply button.
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 employer: Hexagon
Contact Detail:
Hexagon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 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 insights that might just help you stand out.
✨Tip Number 2
Prepare for the interview by understanding Hexagon's values and mission. Think about how your experience aligns with their focus on customer service and community improvement. Show them you're not just a fit for the role, but for the company culture too!
✨Tip Number 3
Practice your responses to common interview questions, especially around customer experience and service improvement. Use specific examples from your past roles to demonstrate your skills and achievements. We want to see you shine!
✨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 genuinely interested in being part of our team at Hexagon.
We think you need these skills to ace Customer Experience
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 successes you've had in transforming services. We want to see how your skills align with our mission at Hexagon!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve improved customer experience or used data to drive service enhancements. We love seeing quantifiable results, so if you’ve got numbers to back up your claims, flaunt them!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who’s not only qualified but also passionate about customer service and community impact. Share why you’re excited about this opportunity and how you can contribute to our team.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the details you need about the position there!
How to prepare for a job interview at Hexagon
✨Know Your Stuff
Before the interview, make sure you understand Hexagon's mission and values. Familiarise yourself with their approach to customer experience in social housing. This will help you align your answers with what they’re looking for and show that you’re genuinely interested in the role.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed customer experience services or transformed underperforming teams. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easy for the interviewers to see your impact.
✨Data is Key
Since the role involves using data to drive improvements, be ready to discuss how you've used data analytics in previous positions. Bring examples of how you identified issues, implemented changes, and measured success. This will demonstrate your analytical skills and strategic thinking.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics, the challenges they face in customer service, or how they measure success. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.