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- Tasks: Lead the development of a customer service strategy that enhances tenant engagement and satisfaction.
- Company: Midland Heart is a housing association dedicated to providing safe, affordable homes and excellent services.
- Benefits: Enjoy a pivotal role with opportunities for transformation and leadership in a supportive environment.
- Why this job: Join a forward-thinking organisation making a real impact on tenant lives and community well-being.
- Qualifications: Experience in customer experience strategies, complaints management, and leading diverse teams is essential.
- Other info: This role offers a chance to shape tenant engagement at a crucial time for the organisation.
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.
Check out the role overview below If you are confident you have got the right skills and experience, apply today.
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 ( ), or Eliot Jeffries ( ).
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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 providing high-quality, safe, and affordable homes will help you align your experience and vision with theirs during discussions.
✨Tip Number 2
Prepare to discuss specific examples of how you've successfully implemented customer experience strategies in previous roles. Highlighting measurable outcomes will demonstrate your capability to drive transformation in tenant engagement.
✨Tip Number 3
Research the Housing Ombudsman’s Complaint Handling Code thoroughly. Being well-versed in this area will not only show your expertise but also your commitment to compliance and continuous improvement in customer service.
✨Tip Number 4
Emphasise your collaborative leadership style and provide examples of how you've managed diverse teams through change. This will resonate well with Midland Heart's focus on empowerment and innovation within their workforce.
We think you need these skills to ace Director of Customer Experience
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Director of Customer Experience at Midland Heart. Make sure you understand the key responsibilities and required attributes, as this will help you tailor your application.
Tailor Your CV: Customise your CV to highlight your experience in designing and delivering customer experience strategies. Emphasise your expertise in complaints management and tenant engagement, ensuring it aligns with the specific requirements mentioned in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the housing sector. Use specific examples from your past experiences to demonstrate how you meet the qualifications and can contribute to Midland Heart's mission.
Highlight Leadership Skills: In both your CV and cover letter, make sure to highlight your leadership style and experience managing diverse teams. Discuss how you have successfully led teams through change and transformation, as this is crucial for the role.
How to prepare for a job interview at Midland Heart
✨Understand the Organisation's Values
Before your interview, take some time to research Midland Heart's mission and values. Understanding their commitment to providing high-quality, safe, and affordable homes will help you align your answers with their goals and demonstrate your genuine interest in the role.
✨Showcase Your Customer Experience Expertise
Prepare specific examples from your past experience where you've successfully designed and implemented customer experience strategies. Highlight how these experiences relate to the key responsibilities of the Director of Customer Experience role, particularly in tenant engagement and complaints management.
✨Demonstrate Leadership Skills
Be ready to discuss your leadership style and how you've managed diverse teams through change. Share examples that illustrate your collaborative approach and how you've empowered team members to contribute to service improvements.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complaints effectively. Think about how you would apply the Housing Ombudsman’s Complaint Handling Code in real situations, and be prepared to discuss your thought process and decision-making.
