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- Tasks: Lead the development of a customer service strategy and enhance tenant engagement.
- Company: Midland Heart is a housing association dedicated to providing safe, affordable homes and excellent services.
- Benefits: Join a dynamic team with opportunities for professional growth and impactful work.
- Why this job: Shape tenant experiences and drive meaningful change in a reputable organisation.
- Qualifications: Experience in customer experience strategies and complaints management is essential.
- Other info: This role offers a chance to influence tenant satisfaction and service delivery.
The predicted salary is between 43200 - 72000 £ per year.
Midland Heart is a housing association that delivers homes and services across the Midlands. They own and manage over 35,000 homes and are dedicated to providing high-quality, safe and affordable homes, combined with excellent services to over 70,000 customers. This is a unique opportunity to join the organisation at a pivotal time, following their recent achievement of a C1 rating from the Regulator of Social Housing.
The Director of Customer Experience will play a key role in shaping how the business listens to, engages with, and responds to its tenants. The successful candidate will lead the development and delivery of a customer service strategy that builds trust, strengthens satisfaction, and ensures tenant voices are heard and acted upon.
Reporting to the Executive Director of Tenancy Services and forming part of the Directors’ Group, this role offers the opportunity to drive transformation across tenant engagement, complaints management, and tenant insight, ensuring services are consistently responsive, inclusive, and outcome-focused.
Key responsibilities include:
- Design and lead a bold Customer Service strategy focused on tenant trust, satisfaction, and responsiveness, aligned with Tenant Satisfaction Measures (TSMs).
- Embed a culture of learning and improvement through effective complaints handling and full compliance with the Housing Ombudsman’s Complaint Handling Code.
- Develop and implement a modern, inclusive tenant engagement framework that supports meaningful scrutiny, co-design, and influence.
- Harness tenant insight and performance data to identify service improvement opportunities and support decision-making across the organisation.
- Lead delivery of key customer-related commitments in the Corporate Plan, ensuring impact, value for money, and operational excellence.
- Provide inspirational, values-led leadership to a multidisciplinary team, embedding a culture of empowerment, curiosity, and innovation.
Midland Heart is looking to appoint a senior leader who has the following attributes:
- A track record of successfully designing and delivering customer experience strategies in complex, customer-focused environments.
- Expertise in complaints management, customer insight, and continuous service improvement within regulated sectors.
- Strong knowledge of the Housing Ombudsman’s Complaint Handling Code and broader regulatory requirements.
- A collaborative leadership style and experience managing diverse teams through change and transformation.
- Proven ability to embed tenant voice in service design and delivery, backed by strong performance and accountability frameworks.
- Commercial and financial acumen, with experience overseeing budgets and managing supplier relationships.
- High levels of emotional intelligence, communication skills, and professional credibility with stakeholders at all levels.
For more information, please contact Tom Neely (tomneely@neemarsearch.com), or Eliot Jeffries (eliotjeffries@neemarsearch.com).
Director of Customer Experience employer: Midland Heart
Contact Detail:
Midland Heart Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Experience
✨Tip Number 1
Familiarise yourself with Midland Heart's mission and values. Understanding their commitment to tenant satisfaction and community engagement will help you align your vision for customer experience with theirs, making you a more compelling candidate.
✨Tip Number 2
Network with professionals in the housing sector, especially those who have experience in customer experience roles. Engaging with industry peers can provide valuable insights and may even lead to referrals that could strengthen your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented customer experience strategies in previous roles. Highlighting measurable outcomes will demonstrate your capability and readiness for this leadership position.
✨Tip Number 4
Stay updated on the latest trends and best practices in customer experience, particularly within the housing sector. Showing that you are knowledgeable about current challenges and innovations will set you apart as a forward-thinking candidate.
We think you need these skills to ace Director of Customer Experience
Some tips for your application 🫡
Understand the Role: Before you start writing your application, make sure you fully understand the responsibilities and requirements of the Director of Customer Experience position. Tailor your application to highlight how your experience aligns with their needs.
Craft a Compelling Cover Letter: Your cover letter should not only introduce yourself but also explain why you're passionate about customer experience in the housing sector. Use specific examples from your past roles that demonstrate your ability to lead customer service strategies and manage complaints effectively.
Highlight Relevant Experience: In your CV, focus on your track record in designing and delivering customer experience strategies. Include metrics or outcomes that showcase your success in previous roles, especially in regulated environments similar to Midland Heart.
Showcase Leadership Skills: Since this role involves leading a multidisciplinary team, emphasise your leadership style and experiences. Provide examples of how you've managed diverse teams through change and transformation, and how you've embedded tenant voices in service design.
How to prepare for a job interview at Midland Heart
✨Showcase Your Customer Experience Expertise
Be prepared to discuss your previous experience in designing and delivering customer experience strategies. Highlight specific examples where you've successfully improved tenant satisfaction and engagement, as this role is all about enhancing the customer journey.
✨Demonstrate Knowledge of Regulatory Requirements
Familiarise yourself with the Housing Ombudsman’s Complaint Handling Code and other relevant regulations. During the interview, be ready to explain how you have ensured compliance in past roles and how you would apply this knowledge at Midland Heart.
✨Emphasise Collaborative Leadership Skills
This position requires a collaborative leadership style. Prepare to share examples of how you've led diverse teams through change, fostering an environment of empowerment and innovation. Discuss how you engage team members in decision-making processes.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complaints effectively. Think of situations where you've turned negative feedback into positive outcomes, showcasing your emotional intelligence and communication skills.
