Head of Customer Experience in London

Pinnacle Group are looking for an exceptional Head of Customer Experience to join our Homes business and to lead the development and strategic direction of our customer engagement and experience function. This is a critical, high-profile role responsible for shaping how customers interact with our services, driving continuous improvement and ensuring our ambition to deliver a truly “best in class” experience is consistently achieved. You will oversee our two primary customer engagement channels, the Connect contact centre currently based in Essex and the Ark customer app while establishing new functions, including a dedicated complaints team and a hybrid complex casework service. Working closely with senior leaders, you’ll help set our customer communication strategy, support operational teams and ensure every customer touchpoint reflects our core values.

The ideal candidate will be an experienced, inspirational leader with a strong background in customer experience, customer engagement and service transformation. You will have a proven track record of building functions from the ground up, leading diverse and dispersed teams and driving cultural and behavioural change across an organisation. With deep sector knowledge within Housing or the wider property sector you’ll combine strategic vision with hands‐on delivery. You will thrive in a fast‐paced environment, bring outstanding communication and stakeholder management skills and champion Pinnacle’s commitment to excellence, innovation and high operational standards.

This is a hybrid role with travel required to London, the Northwest of England and Chelmsford, Essex.

Key responsibilities will include:

• Provide leadership of customer experience within Pinnacle Homes; devise and deliver a customer engagement and experience strategy.
• Lead the creation of the Customer Experience department, ensuring the teams are resourced in accordance business demand and possess the right mix of skills and experience.
• Responsible for our two key customer engagement channels; the Connect contact centre, based in Essex, and Ark customer App – ensuring they develop in line with the customer experience strategy and deliver on the “best in class” ambition.
• Establish a dedicated complaints function serving Pinnacle Homes and the wider Pinnacle Group; ensure complaints are dealt with efficiently, responses are high quality and swift resolutions are delivered.
• Act as the principal point of contact with the Housing Ombudsman and engage with other regulatory stakeholders as required.
• Support Account Managers in the development and delivery of the customer engagement aspects of their account management plans.
• Lead on the drafting and delivery of customer experience training for all Pinnacle Homes customer facing roles.
• Work with the Pinnacle Homes Senior Team to set the strategy and lead the delivery of the customer communication strategy.
• Establish a hybrid Complex Case Management team to provide expertise in support of operational teams.
• Consolidate lettings & nominations resource into a unified team responsible for letting up new schemes, onboarding customers and re-lets.
• Work with the other heads of department within the Commercial Management division to create a proactive and collaborative senior leadership team to deliver the Commercial Director’s Vision.
• Lead on customer satisfaction and feedback initiatives to ensure we adequately capture, measure and track customer perceptions over time.
• Support the business in bidding for new work.

Key Requirements

• Demonstrable experience operating successfully in a high‐profile leadership role, inspiring and directing diverse and geographically dispersed teams to deliver best‐in‐class performance.
• Strong working knowledge of Housing sector legislation, alongside demonstrable experience within Housing, the wider property sector, or related industries.
• Extensive background in customer experience and customer engagement, with a proven track record of driving service excellence.
• Direct experience of building a new business function from the ground up.
• Solid understanding of customer and data protection legislation, with the ability to safeguard compliance across all customer touchpoints.

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds – particularly from those who represent the communities we serve. As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.

We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.