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- Tasks: Lead customer experience initiatives and empower teams to deliver exceptional service.
- Company: Join a forward-thinking organisation dedicated to tenant satisfaction.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Why this job: Make a real difference in tenants' lives and shape impactful services.
- Qualifications: Strong background in customer service and team leadership.
- Other info: Collaborative culture focused on innovation and community improvement.
The predicted salary is between 60000 - 84000 £ per year.
£75,000 per annum
Newent, Gloucestershire
Full-Time Permanent
Come and make a real difference as our new Assistant Director of Customer Experience! We are looking for a senior leader who cares deeply about delivering a great customer experience for our tenants. In this role, you will help shape services so tenants feel listened to, respected, supported, and confident that we do what we say we will.
As part of our leadership team, you will inspire those around you to provide people-focused, high-quality customer service every day. You will ensure tenant voices genuinely influence decisions, and that feedback leads to real improvements in how we work. You will champion excellent customer service and safeguarding across the organisation, working closely with the executive team and other leaders to deliver our customer experience strategy and key customer-focused projects.
What you will bring to the team:
- You will lead with empathy, confidence, and clarity, empowering your team to make decisions and deliver the best results for the families they support every day.
- Customer-focused, you will ensure that their needs are central to the delivery and improvement of our services.
- You will have a strong background in customer service and safeguarding practice, with a proven track record for developing your team and managing performance.
- You will drive the team-building capabilities within your areas of responsibility.
What we are looking for:
- Someone who can lead and embed a culture of engaged and motivated colleagues that put customers at the heart of services.
- Oversee the development and management of opportunities for tenant feedback, customer insight, and other data intelligence to support the development of responsive strategies.
- Influence, challenge, and develop innovative solutions to address tenant and community issues that impact on tenants' quality of life and improve our neighbourhoods.
- Inspire the delivery of high-performing, truly customer-focused services across Two Rivers Housing.
- Collaborate across frontline services with a focus on prevention and problem-solving through the delivery of high-quality services to meet organisational and tenant needs.
- Lead on the development and implementation of key strategies to ensure tenants experience exceptional services and that tenant voice influences how we deliver services.
- Play a key role in the development of our digital strategy to transform our tenants' experiences of our services.
- Deliver effective operational management of our safer neighbourhoods team to ensure tenants have the right support at the right time, to meet their needs.
Assistant Director of Customer Experience employer: Two Rivers Housing
Contact Detail:
Two Rivers Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Assistant Director of Customer Experience
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its values. We want you to show how your experience aligns with their mission of delivering excellent customer service. Practice common interview questions and think about how you can demonstrate your leadership skills and empathy.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. We recommend mentioning something specific from the interview to remind them of your conversation and reinforce your interest.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and engaged with our organisation.
We think you need these skills to ace Assistant Director of Customer Experience
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer service shine through. We want to see how much you care about making a difference in tenants' lives and how you can inspire others to do the same.
Be Specific About Your Experience: Use concrete examples from your past roles to demonstrate your skills in customer service and team leadership. We love seeing how you've tackled challenges and made improvements in your previous positions.
Highlight Your Collaborative Spirit: This role is all about teamwork! Make sure to mention any experiences where you've worked closely with others to achieve common goals. We value collaboration and want to know how you can contribute to our leadership team.
Tailor Your Application to Us: Take the time to align your application with our values and the specifics of the job description. We appreciate when candidates show they've done their homework and understand what we're all about. Don't forget to apply through our website!
How to prepare for a job interview at Two Rivers Housing
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience and safeguarding practices. Be ready to discuss how you've successfully implemented strategies that put customers at the heart of services in your previous roles.
✨Showcase Your Leadership Style
Prepare examples that highlight your empathetic leadership approach. Think about times when you've empowered your team to make decisions that led to improved customer satisfaction and how you fostered a motivated work environment.
✨Be Data-Driven
Familiarise yourself with how to gather and analyse tenant feedback and customer insights. Be prepared to discuss how you've used data to influence service improvements and develop responsive strategies in past positions.
✨Collaborate and Problem Solve
Think of specific instances where you've collaborated across teams to deliver high-quality services. Be ready to share how you tackled challenges and developed innovative solutions that positively impacted tenants' quality of life.
