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- Tasks: Lead customer service, drive innovation, and enhance business performance.
- Company: RBH is a Mutual Society focused on providing safe and warm homes for customers.
- Benefits: Enjoy a supportive culture, flexible interview processes, and opportunities for meaningful change.
- Why this job: Join a passionate team dedicated to putting customers first and making a real impact.
- Qualifications: Experience in customer service leadership and a passion for continuous improvement required.
- Other info: We encourage early applications and offer tailored interview environments.
The predicted salary is between 43200 - 72000 £ per year.
We’re looking for a Director of Customer Experience to join our senior leadership team on the next stage of our journey. Here at RBH, we’ve spent the past two years refocusing on what truly matters—being a landlord that provides homes that are safe, warm, and free from hazards. But we know that being a good landlord goes beyond bricks and mortar. It’s about supporting our customers and keeping them at the heart of every decision we make, which is why we’re proud to be a Mutual Society, where governance is shared between our Board, Executive Team, and Representative Body (made up of employees and customers).
The Director of Customer Experience is a strategic role where you’ll:
- Lead our customer service and complaints team
- Champion a culture of continuous improvement and innovation
- Drive efficiencies, employee engagement, and business performance
- Ensure every customer touchpoint reflects our values and commitment
- Be a visible, accountable leader who builds trust across the organisation
If you’re passionate about creating meaningful change, empowering teams, and putting customers first, we’d love to hear from you. For more details and to apply, check out the supporting documents in the job listing.
We shortlist and interview for our roles throughout the duration of the advert. Therefore, we would encourage you to submit your application as soon as possible to avoid disappointment. We reserve the right to close any of our adverts prior to the stated closing date should we have a high volume of appropriate candidates.
Prior to applying for a role with us or attending an interview, you can request a call with the people team. We will then work with you to create an interview/application environment that works for you. Whether that’s needing the physical environment of the interview to be a specific way i.e., the room set up a certain way, or the method of interview itself i.e., teams, face to face or written questions. We want to make our recruitment process a positive experience for all.
Director of Customer Experience employer: Rochdale Boroughwide Housing Ltd
Contact Detail:
Rochdale Boroughwide Housing Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Experience
✨Tip Number 1
Familiarise yourself with our values and mission as a Mutual Society. Understanding how we prioritise customer experience will help you align your vision with ours during discussions.
✨Tip Number 2
Prepare to discuss specific examples of how you've driven customer-centric initiatives in previous roles. Highlighting measurable outcomes will demonstrate your impact and strategic thinking.
✨Tip Number 3
Showcase your leadership style by sharing experiences where you've empowered teams and fostered a culture of continuous improvement. We value leaders who can inspire and engage their teams.
✨Tip Number 4
Be ready to discuss how you would approach building trust across the organisation. Think about strategies that promote transparency and collaboration, as these are key to our success.
We think you need these skills to ace Director of Customer Experience
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Director of Customer Experience. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service, leadership, and strategic roles. Use specific examples that demonstrate your ability to drive efficiencies and improve customer experiences.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer experience and your vision for the role. Mention how you can contribute to the organisation's values and commitment to customers, and include any innovative ideas you have.
Proofread and Submit: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. Ensure that your application is complete and that you’ve followed any specific instructions provided in the job listing.
How to prepare for a job interview at Rochdale Boroughwide Housing Ltd
✨Understand the Company Values
Before your interview, take some time to research RBH's values and mission. Understanding their commitment to being a good landlord and putting customers first will help you align your answers with their expectations.
✨Showcase Your Leadership Skills
As a Director of Customer Experience, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully led teams, driven change, or improved customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle specific situations related to customer service and complaints. Think about challenges you've faced in previous roles and how you resolved them, focusing on your strategic approach.
✨Emphasise Continuous Improvement
Highlight your passion for innovation and continuous improvement during the interview. Be ready to discuss strategies you've implemented in the past that have led to enhanced customer experiences and operational efficiencies.
