At a Glance
- Tasks: Lead and transform customer contact services for a better experience.
- Company: Join Home Group, one of the UK's largest housing providers.
- Benefits: Enjoy competitive salary, generous leave, health cash plan, and discounts.
- Other info: Flexible working with a supportive and inclusive culture.
- Why this job: Shape the future of customer service and make a real impact.
- Qualifications: Experience in housing leadership and customer contact operations required.
The predicted salary is between 80000 - 80000 £ per year.
- £75,000-£80,000 per annum plus car allowance of £5055 per annum and a health cash plan
- Home, a place where you belong
This is an exciting opportunity to shape the future of customer contact at Home Group.
You’ll 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’ll have the freedom to rethink how the service operates, make better use of our CRM, My Home Account and evolving contact technology.
You’ll 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’ll 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’s 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’ll 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!
We can’t offer a Co S for this role.
- You have
- Housing leadership experience is required to be successful in this role.
We may also consider exceptional applicants from other highly regulated public sector organisations who bring comparable operational scale and directly relevant housing knowledge.
- 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’re 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’ll work Monday to Friday, 37.5 hours per week, with flexibility built in.
- You’ll spend a minimum of three days each week at our Newcastle HQ, One Strawberry Lane.
- You’ll occasionally travel to other Home Group locations.
- You'll 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
For reasonable adjustments email recruitment@homegroup. org. uk.
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Head of Customer Contact in Newcastle upon Tyne employer: Home Group
Home Group is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With a competitive salary, generous benefits including 34 days of leave and a health cash plan, as well as the flexibility of hybrid working, this role in Newcastle upon Tyne provides a meaningful opportunity for solicitors to thrive in housing litigation while enjoying a balanced lifestyle.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Contact in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Home Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Home Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Contact in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Home Group:Your cover letter is your chance to shine! Tell us why you want to work at Home Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Home Group!
How to prepare for a job interview at Home Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
