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For Companies At a Glance
- Tasks: Lead the development of customer-focused services in housing management.
- Company: Join a leading Housing Association in North Yorkshire/North East.
- Benefits: Generous salary up to £80,000, 33 days annual leave, and hybrid working.
- Why this job: Make a real impact on customer experience in a dynamic environment.
- Qualifications: Senior CX leadership experience, strong stakeholder management, and data analysis skills.
- Other info: Flexible working model with opportunities for personal and professional growth.
The predicted salary is between 48000 - 64000 £ per year.
Overview
Head of Customer Experience — North Yorkshire / North East
About Our Client
Michael Page are delighted to be partnering with a leading Housing sector organisation on the appointment of a New Head of Customer Experience. Forming part of the senior Customer Experience Directorate, the role forms a crucial part of the organisation and will manage both strategic and operational activities within the CX Function, spanning 120fte across multiple areas.
Job Description
- Lead the development and delivery of a Customer Experience approach in all housing management services
- Ensure customers receive high quality, customer focused services through strong leadership of neighbourhood management, income collection, extra care and supported housing services — combined 120fte
- Ensure compliance is upheld and maintained in accordance with the regulatory framework set by the regulator of social housing (RSH)
- Lead teams to deliver equitable outcomes during every interaction across a diverse customer base
- Ensure services and communications can be tailored to individuals\’ circumstances, taking into account vulnerabilities, accessibility and preference
- Lead the housing services team to deliver customer satisfaction by ensuring agreed standards are met around availability, reliability, quality and speed, going above and beyond customer expectations
- Champion a data driven approach to understand customer data and behaviour, helping drive an improved customer experience across the directorate
- Ensure that effective housing management services are being provided in extra care & sheltered housing customers, including void management, allocations, ASB and wider tenancy management issues
- Oversee supported housing services to ensure they are delivering high quality housing and support services within agreed financial and VFM criteria and in line with the care & support strategy and commissioners
- Identify and establish performance targets (KPI / KRI) and management systems related to the services and set up arrangements for their ongoing monitoring and regular review
- Continually review, develop, and implement policies, procedures, service standards, and systems based on customer feedback, best practices, technological advancements, and changes in legislation and regulations.
The Successful Applicant
- Experience in a senior CX Leadership role (Housing Sector is desirable)
- Proven record of developing, implementing and monitoring strategies
- Extensive stakeholder management experience across all levels
- Ability to analyse and act upon multiple data streams
- Ability to motivate, lead and inspire multiple complex teams
What\\\’s on Offer
The Head of Customer Experience role is an exciting opportunity to join a leading Housing Association located in the North Yorkshire / North East Area. The organisation offers a truly hybrid / flexible model with a requirement to be in their offices 2 – 3 days per week. Generous salary of up to £80,000 on offer plus extensive benefits including
- 33 days Annual Leave (ability to buy additional)
- Hybrid / flexible working
- Access to rewards Scheme
- Employee assistance programme
Candidates across Yorkshire and the North East are encouraged to apply
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Head of Customer Experience employer: Michael Page (UK)
Contact Detail:
Michael Page (UK) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the hunt for a Head of Customer Experience role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company’s customer experience strategies. Be ready to discuss how your leadership style can enhance their services and meet their compliance standards. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a quick thank-you email to express your appreciation for the opportunity. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and genuinely interested in joining the team.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer experience leadership, especially in the housing sector. We want to see how your skills align with our needs!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve improved customer satisfaction or led successful teams. We love seeing quantifiable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can inspire and lead, so don’t be afraid to show us what makes you unique and passionate about customer experience.
Apply Through Our Website: For the best chance of success, make sure to submit your application through our website. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at Michael Page (UK)
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends and best practices in customer experience, especially within the housing sector. Be ready to discuss how you've successfully led teams to improve customer satisfaction and what strategies you've implemented in the past.
✨Showcase Your Leadership Skills
Prepare examples that highlight your ability to motivate and inspire teams. Think about specific situations where you’ve led a diverse group to achieve common goals, particularly in challenging environments. This will demonstrate your capability to manage the 120fte team effectively.
✨Data is Your Best Friend
Familiarise yourself with data-driven decision-making processes. Be prepared to discuss how you've used customer data to drive improvements in service delivery. Highlight any KPIs or performance targets you've set and how you monitored them.
✨Tailor Your Communication Style
Understand the importance of tailoring services to meet individual customer needs. Be ready to share examples of how you've adapted communication and services for diverse customer bases, especially those with vulnerabilities. This shows your commitment to equitable outcomes.
