Director of Customer Experience

1 month ago

Cheshire, United Kingdom Michael Page Property & Construction Full time

The Director of Customer Experience for Halton Housing is responsible for driving a culture of really getting to know our customers, listening to what they tell us and working with them, and key business areas to shape the best possible services we can.

We are looking for a dynamic, customer-focused and experienced leader to join our senior leadership team to help shape this crucial part of our business.

Client Details

We strive for every Halton Housing customer to have a great experience every time they engage with us. The Director of Customer Experience is responsible for driving a culture of really getting to know our customers, listening to what they tell us and working with them, and key business areas to shape the best possible services we can.

We are looking for a dynamic, customer-focused and experienced leader to join our senior leadership team to help shape this crucial part of our business. With the ability to think strategically whilst managing operational delivery at pace, we are looking for someone who can also represent our business with gravitas and influence within Halton, and more widely across the sector as required.

This role is responsible for leading many of our key customer-facing operational services, ensuring regulatory and legislative compliance across all areas of their responsibility, and developing and embedding an impactful customer experience strategy that keeps customers firmly at the heart of everything we do.

This is an exciting time for Halton Housing as we gear towards launching our next three-year Corporate Plan and we are now looking for someone with the passion, commitment and track record to help us to deliver on our ambitions.

With over 7,000 homes and 330 employees, Halton Housing prides itself on doing things differently. Our purpose is improving people's lives. We want to provide quality homes, deliver excellent services and perform well - while always maintaining a social heart that drives everything we do. We operate a hybrid working model with colleagues working flexibly from home or other locations as well as in our collaborative space, Waterfront Point based in Widnes.

Description

  • A key member of the senior leadership team, reporting directly into the Chief Operating Officer, operating at Director level, engaging with the Board.
  • Take a lead in representing Halton Housing in shaping and influencing the delivery of borough-wide customer facing services, working in partnership with key internal and external stakeholders.
  • Lead the design, development and delivery of a seamless, intuitive customer experience across the business.
  • Develop and deliver customer experience, neighbourhood management, customer engagement and customer insight strategies that are designed to deliver the highest levels of customer satisfaction across all key operational areas.
  • Ensure compliance with all with housing and customer legislation.
  • Lead the delivery of excellent neighbourhood and housing management services including supported & sheltered housing, customer services, customer communications. resolution management and repairs & maintenance.
  • Drive and embed the use of data, customer insight and business intelligence to drive change to deliver demonstrable business improvements and efficiencies.

Profile

  • Proven experience operating at a senior leadership level with a key focus on customers.
  • Highly experienced, dynamic leader, able to inspire and motivate others to deliver against challenging objectives and achieve great business and customer outcomes.
  • Evidence of customer experience strategy development and delivery that aligns with wider business strategy
  • Understanding of housing management and repairs & maintenance.
  • Able to evidence a passion for engaging with customers to help shape strategy, service design and delivery.
  • Successful record in developing and leading highly effective customer facing operations.
  • Evidence of driving change to deliver sustainable, effective and efficient operations.
  • Data and insight driven to enhance the customer experience, improve business efficiency and inform strategy development.
  • Demonstrable strategic financial and business acumen
  • Confident communicator and influencer internally (up to Board level) and externally.
  • Willingness to undertake study to gain relevant Housing Management qualifications as required.

Job Offer

  • £88,000 annual salary
  • £4,000 car allowance
  • Agile & hybrid working
  • Generous annual leave allowances with the option to buy/sell holidays
  • Excellent pension scheme
  • Health cash plan
  • CPD opportunities
  • Health & wellbeing

For a confidential discussion regarding this opportunity and to receive the full job description then please contact Daniel Ogden - Associate Director for Michael Page via linkedin or E-mail.

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