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For Companies At a Glance
- Tasks: Lead customer involvement and improve service delivery for tenant satisfaction.
- Company: West Kent is a passionate housing association dedicated to creating great living spaces.
- Benefits: Enjoy a generous pension, health cash plan, flexible leave, and paid volunteer time.
- Why this job: Make a real impact on customer experiences while leading a creative and collaborative team.
- Qualifications: Significant experience in customer-focused leadership within a regulated sector is essential.
- Other info: We value diversity and encourage applications from all backgrounds.
The predicted salary is between 43200 - 100800 £ per year.
Head of Customer Voice (£72,000 per annum, full-time, hybrid)
Job Role
We're looking for a dynamic Head of Customer Voice to lead the strategic direction and delivery of resident involvement and our handling of complaints and complex cases across the organisation.
As Head of Customer Voice, you will lead on the delivery of a customer-centric service that focuses on understanding and enhancing the customer journey, while ensuring effective performance of service delivery and providing assurance of achieving high tenant satisfaction across West Kent. You will ensure the customer\’s voice is at the heart of the organisation, driving strategic decisions and service improvements based on customer insights and feedback.
You will also be responsible for leading how we deal with complaints, ensuring we are compliant with the Housing Ombudsman Code, as well ensuring we learn from our mistakes and improve our services.
You'll lead a talented team and work closely with senior leaders to deliver improvements to services in conjunction with our customers.
We're looking for someone who:
- Has significant experience in a customer focussed senior leadership role within a regulated sector like a housing association, and has a passion for making a difference to customer
- Has a successful track record of developing and delivering long term, integrated strategies in collaboration with others
- Can lead and inspire a high performing team and foster a culture of creativity, collaboration and continuous improvement
- Shares and models our values
About Us
At West Kent we're passionate about the role a housing association can play in society and believe the values of an organisation are what makes it special. Our vision is to deliver great places to live and space for people to grow. We want our customers to have a positive experience regardless of who they are, where they live or how and when they choose to interact with us.
Our values guide us to how we do things from delivering on our promises, working with honesty, integrity, and flexibility, showing compassion and self-awareness, as well as a commitment to learning and equally important working hard and having fun.
Benefits
We offer a great package – generous pension and life cover, health cash plan, flexible leave package which includes an additional three days leave for our Christmas closure, paid time off to volunteer and an annual grant to support your wellbeing. Please see our website for more details about our benefits package.
Application Information
Equality, Diversity, and Inclusion are central to everything we do, and we encourage applications from people from all backgrounds, especially those from underrepresented groups, as we continue our journey of growth and transformation.
We will only consider applications submitted with a full CV (no longer than 3 pages) and completed application form.
You can access the full job description on our website.
Advert Closing Date: 9am on 31 August 2025
Interview date is to be confirmed. Please check our website for updated information on the date of interviews.
Locations
Head Of Customer Voice in Sevenoaks, Kent employer: West Kent Housing Association
Contact Detail:
West Kent Housing Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head Of Customer Voice in Sevenoaks, Kent
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Code and its implications for customer service. Understanding these regulations will not only help you in interviews but also demonstrate your commitment to compliance and high standards in customer care.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully led teams in previous roles. Highlight instances where you fostered a culture of creativity and collaboration, as this aligns with the values of West Kent.
✨Tip Number 3
Research West Kent's current initiatives and customer feedback strategies. Being knowledgeable about their existing practices will allow you to discuss how you can enhance their customer voice strategy during the interview.
✨Tip Number 4
Prepare to discuss your vision for integrating customer insights into strategic decisions. Think about innovative ways to improve tenant satisfaction and how you would implement these ideas within the organisation.
We think you need these skills to ace Head Of Customer Voice in Sevenoaks, Kent
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and expectations of the Head of Customer Voice position. Tailor your application to highlight your relevant experience in customer-focused leadership roles, especially within regulated sectors.
Craft a Compelling CV: Your CV should be no longer than three pages and must clearly outline your significant experience in customer service and leadership. Use specific examples to demonstrate your track record in developing integrated strategies and leading high-performing teams.
Write a Strong Application Form: Complete the application form thoroughly, ensuring you address all required sections. Highlight your passion for enhancing customer experiences and your commitment to values such as integrity and collaboration, which align with those of the organisation.
Proofread and Submit: Before submitting your application, proofread all documents for clarity and accuracy. Ensure that your CV and application form are free from errors and that they reflect your best self. Submit your application via the West Kent website before the closing date.
How to prepare for a job interview at West Kent Housing Association
✨Understand the Role
Make sure you thoroughly understand the responsibilities of the Head of Customer Voice. Familiarise yourself with the key aspects of the role, such as leading a customer-centric service and handling complaints. This will help you articulate how your experience aligns with their needs.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your ability to lead and inspire a high-performing team. Discuss how you've fostered a culture of creativity and collaboration in previous roles, as this is crucial for the position.
✨Emphasise Customer-Centric Strategies
Be ready to discuss your experience in developing and delivering integrated strategies that focus on enhancing the customer journey. Highlight specific instances where you've used customer insights to drive service improvements.
✨Align with Their Values
Research West Kent's values and be prepared to discuss how your personal values align with theirs. Show that you share their commitment to honesty, integrity, and continuous improvement, as this will resonate well with the interviewers.
