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- Tasks: Lead customer experience initiatives and enhance service delivery in a dynamic environment.
- Company: Join Hexagon, an innovative housing association committed to community and staff development.
- Benefits: Enjoy flexible hybrid working, private medical insurance, and generous annual leave.
- Other info: Be part of a diverse team in a Great Place to Work accredited organisation.
- Why this job: Make a real impact on customer satisfaction and shape service interactions.
- Qualifications: Experience in managing customer services and transforming performance in regulated environments.
The predicted salary is between 50000 - 60000 £ per year.
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.
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.
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. 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 × 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.
Head of Customer Experience in Ilford employer: Hexagon
Contact Detail:
Hexagon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in Ilford
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how your values align with theirs, especially when it comes to customer service. Tailor your answers to reflect their commitment to quality and community.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with your responses. We suggest focusing on your achievements in transforming services and using data to drive improvements, as these are key for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Head of Customer Experience in Ilford
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer experience services, especially in social housing or regulated environments. 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 transformed poor performing services or improved customer satisfaction. We love seeing data-driven results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We value authenticity and want to know what makes you passionate about customer service and how you can contribute to our team culture at Hexagon.
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 this exciting opportunity!
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 management, especially in social housing or regulated environments. Be ready to discuss specific examples of how you've transformed poor-performing services and used data to drive improvements.
✨Showcase Your Leadership Skills
As a key member of the Operations Directorate, you'll need to demonstrate your ability to lead and inspire teams. Prepare to share stories about how you've championed a culture of accountability and continuous improvement in previous roles.
✨Understand Their Values
Hexagon values flexibility, empowerment, and community. Familiarise yourself with their mission and be prepared to explain how your personal values align with theirs. This will show that you're not just looking for any job, but that you're genuinely interested in contributing to their goals.
✨Prepare for Financial Discussions
Since the role involves delivering financial reporting information, be ready to discuss your experience with financial analysis. Think of examples where you've successfully communicated complex data to stakeholders and how it impacted decision-making.