At a Glance
- Tasks: Lead customer experience strategies and drive meaningful change in services.
- Company: Join one of the UK’s top 10 Great Places to Work!
- Benefits: Enjoy 34-39 days leave, health cash plan, and flexible working.
- Other info: Hybrid role based in Newcastle with excellent career growth opportunities.
- Why this job: Make a real impact on communities and shape customer experiences.
- Qualifications: Experience in customer insight and leading teams through change.
The predicted salary is between 36000 - 60000 £ per year.
34 days leave rising to 39 (including bank holidays and a ‘Me day’) and 2 paid volunteering days each year.
Permanent, full time (37.5 hpw), hybrid role based in Newcastle upon Tyne.
Home, a place where you belong. Connecting customer experience to create real change, you will ensure our homes and services are shaped by the customers we serve. You will lead how customers experience Home Group, driving our customer influence, community development and customer experience strategies and setting a bold new direction. You will grow our engagement offer with customers, widen who we listen to, turn insight and data into action, and champion the customer voice so decisions feel different.
What you’ll do:
- Lead customer influence and involvement strategies that keep services clear, fair and easy.
- Turn customer data and Tenant Satisfaction Measures into simple actions that improve services.
- Build inclusive involvement so diverse customers shape policies, priorities and service design.
- Grow digital and face to face engagement so more customer voices guide decisions.
- Report meaningful insight to leaders, boards and committees, driving timely improvements and change initiatives across the organisation.
Join us at a real turning point for customer experience. You will lead change that leaders are hungry for, with access to boards, committees and senior teams who want your challenge. You will see your work land in real homes and communities, not just in slide decks. Be part of one of the UK’s top 10 Great Places to Work!
You have:
- Deep customer insight experience, turning complex data into clear, practical actions and programmes of change.
- Led customer experience work in a regulated setting or equivalent, ideally in the housing, care or public sector. An understanding of our customers across our communities is crucial to success!
- Designed and delivered inclusive involvement that brings real customer voice into big decisions.
- Strong digital and data skills to grow and use customer feedback and insight to create a vision for the future.
- Senior people management skills, experience leading teams through change while building trust, pace and high performance.
Flexible hybrid working based from our Head office in central Newcastle upon Tyne, and from home. You’ll have a full current driving license as you’ll work and travel on a national basis, you’ll have a car allowance as part of your remuneration package. You’ll need a basic DBS check which we’ll pay for.
What’s in it for you?
- 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.
- Work your way with flexibility to balance life and work.
- Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support.
Head of Customer Experience in Newcastle upon Tyne employer: Home Group
At Home Group, we pride ourselves on being one of the UK’s top 10 Great Places to Work, offering a vibrant and inclusive work culture that champions employee well-being and growth. As the Head of Customer Experience, you will enjoy generous benefits including 34 days of leave, a health cash plan, and flexible hybrid working arrangements in the heart of Newcastle upon Tyne, all while making a meaningful impact on our communities. Join us to lead transformative customer experience initiatives and be part of a team that values your insights and fosters professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience 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 Experience 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.
