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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: Competitive salary, private medical insurance, flexible working, and generous annual leave.
- Other info: Join a diverse team in a supportive environment with great career growth.
- Why this job: Make a real difference in people's lives while shaping customer interactions.
- Qualifications: Experience in customer service management and a passion for improving services.
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 us.
Head of Customer Experience employer: Hexagon
Contact Detail:
Hexagon Recruiting Team
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 interviews by researching Hexagon's values and recent projects. Show us how your experience aligns with their mission of improving communities and customer service. Tailor your answers to reflect their focus on accountability and continuous improvement.
✨Tip Number 3
Practice your pitch! Be ready to explain how you've transformed customer experience in previous roles. Use specific examples that highlight your success in managing customer services and using data to drive improvements.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining a company that values its staff and community.
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 data-driven decision-making is key for this role, include examples of how you've used data to identify and implement service improvements. This will show us you can bring a strategic approach to customer experience.
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 don’t miss out on any important updates!
How to prepare for a job interview at Hexagon
✨Know Your Customer Experience Stuff
Make sure you brush up on your knowledge of customer experience best practices, especially in the social housing sector. Be ready to discuss specific examples of how you've transformed services and improved customer satisfaction in previous roles.
✨Showcase Your Data Skills
Since this role involves using data to drive improvements, come prepared with examples of how you've used data analysis to identify issues and implement solutions. Highlight any tools or methodologies you’ve used to measure success.
✨Emphasise Your Leadership Style
As a key member of the leadership team, it’s important to convey your leadership philosophy. Share how you foster a culture of accountability and continuous improvement within your teams, and be ready to discuss how you motivate others to deliver exceptional customer service.
✨Align with Their Values
Hexagon values inclusivity and community focus, so make sure to express your alignment with these values during the interview. Share your thoughts on how you can contribute to creating a positive work environment and enhancing the communities they serve.