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Head of Customer Experience

3 months ago

hampshire, United Kingdom VIVID Full time

VIVID owns and manages 35,000 homes across Hampshire, Surrey, Berkshire, and West Sussex. VIVID believes everyone has the right to a safe and secure place to call home and also provides its customers with a wide range of tailored support to sustain their tenancies and look after their wellbeing.

VIVID is one of the largest developers of new homes amongst housing associations in England, having built over 1,500 last year.

This is an exciting opportunity to join VIVID as their Head of Customer Experience. This a newly created post reporting to the Customer Services Director, the successful candidate will be responsible for leading high-performing teams who deliver excellent customer services that are informed and influenced by our customers. Creating a customer-centric performance culture that drives satisfaction, finds resolutions to put things right, and embeds a continuous improvement approach to ensure effectiveness and efficiency.

VIVID is undergoing a transformation period and significantly investing in its systems and digital offer. The successful Head of Customer Experience will be unashamedly customer-centric and commercially driven with a strong grasp on the utilisation of data to make business-critical decisions, and improve processes to drive customer satisfaction.

Some responsibilities include:

  • Management responsibility for the following functions: Customer contacts, complaints, feedback and service improvements and customer engagement and place-shaping.
  • Ability to create a customer-centric performance culture that drives satisfaction and find resolutions to issues.
  • Proven knowledge and experience, lead a high performing contact centre, delivering consistent service to customers across the full range of digital and phone channels.
  • Be the advocate for excellent customer service throughout the organisation, ensuring ease of access for customers and high levels of satisfaction.
  • Robust understanding of complaint management, ensuring legislative requirements are adhered to.
  • Be the lead for VIVID Plus, VIVID Plus is our charitable arm, set up to provide targeted support for customers and investment to local communities to help them thrive, working with colleagues, local authorities, and partners to create thriving communities.
  • An advocate for customer influence ensuring that the customer's voice is heard through collaboration and consultation.
  • Taking the lead to embed diversity, equality, and inclusion across all operational teams.

VIVID is looking to appoint a senior leader who has the following attributes:

  • Strong track record in service delivery in a customer-centric business.
  • Proven experience of running a contact centre.
  • Strong leadership capabilities, with the ability to coach, mentor and motivative teams.
  • Sound knowledge of complaint management and the regulatory requirements.
  • Excellent understanding of, and experience held in a high-level role within the social housing environment, including regulation and emerging government policy.
  • Proven experience of continuous improvement and transforming service.
  • Ability to see the 'wider picture' and create strategy accordingly.
  • Vibrant and effective leadership skills gained through qualification and experience.
  • Experience of leading major organisational-wide change projects.
  • Degree level qualification preferred plus chartered membership of CIH or a commitment to working towards it.
  • Ability to travel between the Basingstoke and Portsmouth offices as required.

What's on offer:

  • Salary banding - £91,000 to £95,000
  • 30 days holiday + bank, sell up to 10 days
  • Private medical insurance
  • Performance related bonus up to 10% of salary
  • Life assurance x3 salary
  • Healthcare cash plan
  • Salary sacrifice electric car scheme
  • Generous salary sacrifice pension matched up to 10%
  • A real sense of work/life balance where we promote flexible working and an agile culture.

If you are interested in hearing more about this opportunity, please get in touch with one of our consultants at Neemar Search.

Tom Neely

Director

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Eliot Jeffries

Associate

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