Head of Customer Experience

• Head of Customer Experience (Contact Centre Led)
• York based - 3 days on site
• Housing Sector
• -60,000 - -65,000

Client Details

Page Group are delighted to be working in partnership with a leading organisation within the Housing Sector, who are looking to appoint a new Head of Customer Experience. The role will have strategic and operational responsibility for both CX and Contact Centre, supporting residents across their estate.

This is a key role within the organisation that will be pivotal in achieving pre agreed organisational objectives

Description

• Lead a 25fte contact centre led operation to support customers across a wide range of needs, in line with contractual expectations
• Support customers with needs around repairs & works, financial support, vulnerability, complaints and customer satisfaction
• Create, implement and drive the Customer Experience & Engagement strategy through customer contact channels, understanding customer needs and delivering against them
• Work cross functionally with other departments to ensure the delivery of customer needs including finance, facilities and contractors
• Manage all available resource to deliver against expectations, proactively identifying resource issues and creating plans to eradicate potential issues
• Ensure the function remains operationally compliant in line with regulatory requirements and industry standards
• Drive continuous improvement activities across the directorate, ensuring all decisions are made with the customer at heart

Profile

• Experience leading a complex contact centre operation
• Implementation and record of delivering CX strategies
• Extensive stakeholder management
• Housing industry experience (desirable)

Job Offer

The role of Head of Customer Experience will join a leading Housing Sector led organisation based on York

Hybrid working on offer - 3 days on site

-60,000 - -65,000 depending on experience

Generous benefits (will be disclosed on application)