Head of Customer Contact

About the role

This is an exciting opportunity to shape the future of customer contact at Home Group. You will lead our Customer Service Centre and transform how customers reach us about their homes, repairs and services, creating a simpler, more responsive experience with stronger ownership and resolution.

You will have the freedom to rethink how the service operates, make better use of our CRM, My Home Account and evolving contact technology. You will build a flexible, high-performing service ready for the future. Working across the organisation, your leadership will turn insight and investment into better outcomes for customers and colleagues.

What you will do

• Lead and inspire a large, complex customer services environment and wider contact services.
• Shape a future operating model that improves resolution, quality and customer satisfaction.
• Develop joined-up telephone, digital, self-service and proactive contact channels.
• Use workforce planning and real-time insight to match capacity and skills to demand.
• Unlock the value of CRM and contact technology to simplify journeys and reduce repeat contact.
• Influence and support senior leaders and improve how services work together for customers.

Why join us

This is not a traditional contact-centre management role. It is a chance to lead significant change in one of the UK’s largest housing providers, shape future investment and build a service that is more flexible, digitally enabled and focused on getting things right first time.

You will join a collaborative senior team and have the backing to challenge established ways of working, develop talented colleagues and make a visible difference to customers. Be part of one of the UK’s Great Places to Work!

You have

• Housing leadership experience is required to be successful in this role.
• Head of Service level leadership experience in a large, complex organisation, with accountability for a significant customer contact operation.
• Senior leadership experience in housing (or a highly regulated public sector environment), with strong knowledge of repairs contact, customer needs and the regulated landlord environment.
• A track record of reshaping customer contact services and delivering measurable improvements.
• Strong experience of workforce planning, performance, CRM or contact-platform transformation.
• The credibility to influence senior leaders and lead change across organisational boundaries.

Stronger together

We do our best work when we are ourselves. That’s why inclusion, wellbeing, and our diversity networks help make Home Group a great place to work! We welcome applications from everyone and are especially keen to hear from people who are currently underrepresented in our workforce. This includes people from ethnic minority backgrounds, people who identify as female, LGBTQ+ people, and disabled people or those with a long-term health condition.

As a disability confident employer, we are committed to making reasonable adjustments and supporting candidates throughout the recruitment process.

The practical bits

• You will work Monday to Friday, 37.5 hours per week, with flexibility built in.
• You will spend a minimum of three days each week at our Newcastle HQ, One Strawberry Lane.
• You will occasionally travel to other Home Group locations.
• You will get a car allowance as part of your remuneration package.

What’s in it for you?

• 34 days leave, rising to 39 (this includes bank holidays and a me day).
• The option to buy 5 more each year.
• Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more.
• Matching pension contribution (up to 7% and life insurance of 3x basic salary).
• 800+ discounts on shops, holidays, days out, tech and more.
• Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support.

Finally, for reasonable adjustments email. Roles can close early, so don’t delay applying.