At a Glance
- Tasks: Lead the transformation of customer experience at a leading housing provider.
- Company: Metropolitan Thames Valley Housing, committed to innovation and customer satisfaction.
- Benefits: Opportunity to shape strategy, lead change, and improve community outcomes.
- Other info: Join a values-led organisation focused on care, collaboration, and continuous improvement.
- Why this job: Make a real impact on customer experiences and drive meaningful change.
- Qualifications: Proven leadership in customer experience and service transformation.
The predicted salary is between 75600 - 92400 £ per year.
Reimagine Customer Experience at One of the UK's Leading Housing Providers. At Metropolitan Thames Valley Housing (MTVH), we are delivering our Fit for the Future transformation, modernising services, investing in technology and reshaping the way customers experience housing services. We're looking for an exceptional Director of Customer Experience to join our Senior Leadership Team and lead this transformation. This is more than a customer services leadership role. It is an opportunity to redefine how customers engage with MTVH, ensuring every interaction is simple, effective, and centred on achieving the best possible outcomes.
About the Role: As Director of Customer Experience, you will be the organisation's strategic lead for customer experience, customer contact, customer voice, complaints, and customer account management. Working closely with fellow directors across Housing, Leaseholder Services, Neighbourhoods, Property, Technology and Corporate Services, you will ensure the customer's voice shapes decision-making and service design across MTVH.
- Develop and deliver MTVH's Customer Experience Plan.
- Lead customer contact, customer account management, customer complaints and customer voice services.
- Create a seamless omni-channel customer experience across digital, voice and self-service platforms.
- Drive the adoption of technology, AI and automation to improve customer outcomes and service efficiency.
- Embed customer insight and resident feedback into service design and continuous improvement activity.
- Lead MTVH's approach to customer influence and engagement in line with evolving consumer regulation.
- Ensure excellence in complaint handling and compliance with Housing Ombudsman requirements.
- Drive improvements in income collection, arrears performance and customer financial outcomes.
- Use performance data and insight to deliver measurable improvements in customer satisfaction, efficiency and value for money.
- Champion a culture where the end-to-end customer journey is at the heart of every decision.
A Key Leadership Role in Shaping MTVH's Future: As a member of MTVH's Senior Leadership Team, you will play a central role in delivering our corporate strategy and Fit for the Future ambitions. You will work alongside senior leaders who collectively shape the customer experience:
- Our Director of Housing leads the management and performance of our rented housing services.
- Our Director of Leaseholder Services champions the interests of leaseholders, shared owners and keyworker residents.
- Our Director of Neighbourhoods leads place-shaping, neighbourhood services and community outcomes.
- Our Director of MTVH Support leads service delivery supported housing management, business development, and contract performance.
The Director of Customer Experience provides the critical thread that connects these services through customer insight, customer voice, service design, and customer experience excellence, ensuring customers receive a consistent and high-quality experience regardless of how or where they engage with MTVH.
About You: You will be an experienced senior leader with a proven track record of transforming customer services within a complex organisation. You will bring:
- Significant senior leadership experience in customer experience, customer operations, service transformation, or related disciplines.
- Experience leading large-scale multi-channel customer operations.
- A strong track record of designing and delivering customer experience strategies that achieve measurable improvements in satisfaction, service performance, and value.
- Experience driving digital transformation, customer self-service, and AI-enabled service innovation.
- Strong commercial, operational and financial leadership capability.
- Experience working within a regulated environment.
- Outstanding stakeholder management and influencing skills.
- The ability to lead through change, build high-performing teams and inspire others around a shared vision.
- Experience within housing, utilities, financial services, public services, or other customer-focused regulated sectors would be particularly valuable.
Why Join Us? This is an exciting time to join MTVH. You will have the opportunity to:
- Shape customer experience at organisational scale.
- Lead a major transformation agenda.
- Influence corporate strategy and decision-making.
- Deliver measurable improvements for customers and communities.
- Be part of an ambitious, values-led organisation committed to innovation and continuous improvement.
At MTVH, we are guided by our values: Care. Dare. Collaborate. Own. If you are passionate about customer outcomes, transformation and creating services that work better for people, we'd love to hear from you.
Interview Diary Dates: Tuesday 6th October 26 - London, EC1N 8JS; Friday 9th October 26 & Wednesday 14th October 26 - Nottingham, NG9 1LA. Please note that, due to business requirements, these dates may be subject to change.
Director of Customer Experience in England employer: Metropolitan Thames Valley
MTVH is an exceptional employer that prioritises the well-being of its employees while making a meaningful impact in the housing sector. With a strong commitment to employee growth, a collaborative work culture, and the flexibility to work from home, MTVH fosters an environment where you can thrive both personally and professionally. Located in Nottingham, the role of Agency Contract Specialist offers unique opportunities to engage with specialist partners and contribute to delivering high-quality housing services, ensuring that everyone has a place to call home.
Contact Details:
Metropolitan Thames Valley Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Experience in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Metropolitan Thames Valley. 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 Metropolitan Thames Valley 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 Director of Customer Experience in England
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 Metropolitan Thames Valley:Your cover letter is your chance to shine! Tell us why you want to work at Metropolitan Thames Valley 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 Metropolitan Thames Valley!
How to prepare for a job interview at Metropolitan Thames Valley
✨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.
