At a Glance
- Tasks: Lead transformation projects to enhance customer access and improve service delivery.
- Company: Hightown, a respected housing association committed to positive community outcomes.
- Benefits: 33 days annual leave, performance bonuses, gym access, and training opportunities.
- Other info: Join a supportive team that values empowerment, respect, and collaboration.
- Why this job: Shape the future of customer services and make a real impact in the community.
- Qualifications: Proven leadership in customer access and transformation with strong communication skills.
Head of Customer Access & Transformation (12 Month Fixed-Term Contract)
?? Hemel Hempstead, Hertfordshire ?? £80,250 per annum ? 35 hours per week ?? 12 Month Fixed-Term Contract
Help Shape the Future of Access and Deliver Strategic Transformation at Hightown
At Hightown, we're committed to delivering excellent services and creating positive outcomes for our customers and communities.
We manage over 9,500 homes across Hertfordshire, Bedfordshire, Buckinghamshire and Berkshire, providing affordable housing alongside care and supported living services.
We're looking for an experienced and forward-thinking Head of Customer Access & Transformation to lead a major review and redesign of how our customers access our services.
This is a unique opportunity to shape Hightown's future customer access model, drive meaningful organisational change and play a key role in delivering our corporate strategy.
As a member of our Senior Leadership Team, you'll work closely with Executive Leaders and colleagues across the organisation to develop a customer-focused, efficient and future-ready access offer, while leading wider transformation across Hightown.
What You Will Be Doing
In this high-profile leadership role, you will
- Lead a comprehensive review of Hightown's customer access arrangements, channels and processes.
- Design and develop a future customer access operating model that improves the customer experience and supports organisational priorities.
- Champion service excellence, customer insight and continuous improvement.
- Lead and coordinate strategic transformation projects across the organisation.
- Develop business cases, implementation plans and governance frameworks.
- Work collaboratively across departments to streamline customer journeys and improve outcomes.
- Help shape the technology and systems roadmap supporting customer contact services.
- Provide strategic leadership, advice and recommendations to senior stakeholders.
What We Are Looking For
We're seeking a proven leader with
- Senior leadership experience within a customer-facing, customer access, transformation or operational environment.
- Experience designing and implementing customer service operating models, access arrangements or service pathways.
- A strong track record of leading strategic projects, transformation programmes and organisational change.
- Excellent stakeholder engagement, communication and influencing skills.
- Experience using data, insight and performance information to drive service improvements.
- Knowledge of customer experience, accessibility, service standards and operational performance management.
- Experience within social housing would be beneficial but is not essential.
Why Join Hightown?
At Hightown, our values of Empower, Respect, Inclusion, Compassion and Collaboration guide everything we do.
We offer a supportive environment where you can make a genuine difference.
Benefits Include
33 days annual leave including Bank Holidays Annual performance bonus Monthly attendance bonus Access to onsite gym facilities Training and development opportunities Blue Light Card membership Opportunity to make a lasting impact within a respected housing association Ready to Make a Difference?
This is an exciting opportunity for an experienced transformation leader to influence the future of customer services at Hightown and deliver lasting improvements for our customers and colleagues.
Apply today and help us create a simpler, smarter and more accessible customer experience.
We will review applications on an ongoing basis and reserve the right to close the vacancy early
Head of Customer Contact & Transformation in Hemel Hempstead employer: Hightown Housing Association
As a Scheme Manager, you will be part of a compassionate and dedicated team that prioritises the well-being of adults with learning disabilities. Our organisation fosters a supportive work culture, offering continuous professional development and training opportunities to help you grow in your career. Located in a vibrant community, we provide a rewarding environment where your contributions make a real difference in the lives of those we serve.
Contact Details:
Hightown Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Contact & Transformation in Hemel Hempstead
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Hightown Housing Association.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Hightown Housing Association. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Head of Customer Contact & Transformation in Hemel Hempstead
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Hightown Housing Association.
How to prepare for a job interview at Hightown Housing Association
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Hightown Housing Association's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Hightown Housing Association offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
