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Head of Customer Experience

4 months ago

London, United Kingdom Thrive homes Full time

Head of Customer Experience & Insight (Social Housing)

Hemel Hempstead, Hertfordshire (Hybrid/Smart Working)

Salary £75,000 Per Annum Plus Benefits

Permanent, Full Time

37 hours per week (Monday – Friday, Flexibility Negotiable)

Thrive Homes is seeking a Head of Customer Experience & Insight to oversee the Customer Experience Team, which includes customer engagement and insights, complaints and the contact centre.

The main focus of this role is to drive excellent performance and promote colleague development. The candidate will be responsible for improving and expanding the use of customer profiling and segmentation to ensure the delivery of customer-centric services and engagement.

Thrive is proud to deliver flexibility for employees to work in a manner that suits their wants/needs best. Our SMART working policy allows individuals to take full control of their productivity by offering a choice between working in-house or away from the office. This means that successful candidates have the freedom to work as little or as often as they like from Thrive's state-of-the-art offices.

Other Responsibilities:

  • You will effectively provide analysis and insights of internal and external customer data sources.
  • To support and demonstrate the delivery of an efficient, effective, and responsive service to our customers, getting it right first time.
  • Provide meaningful engagement to ensure the customer voice is heard and evidence how customers are influencing services.
  • Responsible for working with the business to learn from customer feedback, to produce reporting for customers on complaints and demonstrate how Thrive is listening to feedback and using it to change and improve our services. Track and monitor how service changes impact on customer feedback.
  • To proactively manage relationships with customers and colleagues across the business including the Executive Team, Customer Colleague and Governance Committee and Board.
  • Lead the project to collect and maintain customer data, ensuring the information we collect; process and transfer is accurate and managed in a safe and secure way.
  • Manage and develop direct reports.
  • To demonstrate compliance with the Housing Ombudsman’s Complaint Handling Code and with the Consumer Standards, specifically Transparency, Accountability and Influence Standard.
  • Produce and support with management information, assurance, performance and compliance reports for Executive, Board and Committee.
  • To manage and deliver the departmental budget.

Requirements:

  • Strong experience of working with data, segmenting customers to provide customer insight, recognising and reporting where there are opportunities for improving or providing services.
  • Demonstrate a track record of delivery against our key deliverables or a foundation which can be built upon to fulfil the full brief.
  • You can demonstrate and lead a Customer First approach.
  • We are flexible in how you have achieved your skills and experience, through education or through work experience.
  • Holding or being willing to work towards a foundation degree or level 5 qualification regulated by Ofqual in Housing Management is important. ·
  • Your ability to role model our core behaviours is as important as technical expertise.
  • You must be passionate about customer experience and an understanding of the challenges facing customers.
  • Experience and knowledge of social housing would be highly beneficial.

Benefits:

Thrive’s Top 10

  • Annual Leave - 25 days per year increasing by length of service (up to 30 days).
  • Buy or sell annual leave
  • Generous family friendly provision
  • Pension - Thrive Homes will pay double your contribution (up to 10%).
  • Discretionary Bonus
  • Life assurance - a payment of 3x your salary
  • Health Cash Plan - facility to claim cashback for dental, optical and physiotherapy costs, alongside wellness services.
  • Virtual GP Service (available 24/7)
  • Wellbeing reward scheme (earn vouchers through a health app)
  • A range of engagement activities aimed at building team morale, supporting both physical and mental health, and celebrating all things that make us different

All roles at Thrive are subject to a basic DBS check.

Closing date: Tuesday 11th June 2024

Interviews to be confirmed

We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.

About Thrive

Thrive Homes is an award-winning housing association with a strong track record and ambitious plans. Thrive exists to provide good quality affordable homes and services enabling the development of communities where people enjoy living. We manage over 5,000 properties and are continuing to build new homes each year.

Thrive’s Approach

Thrive is an exciting place to work. We challenge ourselves and others to deliver results and think differently. We share positive experiences and messages, with trust and respect at the core of every relationship. Our leaders adopt a coaching and mentoring approach - enabling and empowering others to deliver. We embrace change and encourage a strong focus on positive outcomes. We value agile working arrangements from our offices in Apsley, Hertfordshire and we pride ourselves on looking after our colleagues by offering progressive careers and a full range of modern benefits, as we continue to grow as an organisation and aim to attract the very best people.

Thrive homes are committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. This commitment is at the core of our understanding the importance of different voices, experiences, perspectives and backgrounds. We actively encourage all applicants that are suitable for the role, from diverse career paths and backgrounds and from all sections of the community.

As committed members of Inclusive Employers and a Disability Confident Committed employer, we remain steadfast to a fair recruitment process. If you have any accessibility needs and require reasonable adjustment, please contact us.

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