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Head of Customer Voice and Engagement
3 months ago
Head of Customer Voice & Engagement
- Drive customer change within the housing community
- Report directly to the board and senior stakeholders
- Lead a dynamic team / Enjoy a flexible hybrid working model
About the Company
We are excited to recruit for a company renowned for its dedication to creating a safe and supportive environment for everyone who accesses their services. This organisation champions a proactive approach to safeguarding, ensuring that every individual can engage without fear of harm, abuse, or neglect. Their unwavering commitment to these values not only makes them a leader in their field but also an outstanding place to work. By joining this team, you'll be part of a mission-driven company that prioritises community well-being and security, setting new standards for care and safety.
About the Role
Are you ready to make a significant impact on people's lives? This is an exciting opportunity for a Head of Customer Voice & Engagement to drive strategic insights and direction across the organisation, ensuring the customer's voice is heard and acted upon. You will collaborate with the board and senior leadership to provide insights into customer feedback, complaints, NPS, satisfaction, and engagement. In this leadership role, you'll manage two direct reports and oversee team members in customer feedback/resolution and customer engagement.
The Customer Experience function is expanding, with a strong focus on driving positive change that truly puts the customer at the heart of everything they do.
You Will Have:
- 5-7+ years of experience in CX, Customer Engagement, and Customer Feedback
- Proven experience in line management, offering guidance and support to ensure high-quality outcomes
- Ability to develop and implement customer engagement strategies and embed across an organisation
- Background in a highly regulated environment, with a strong preference for housing associations
- Demonstrated experience in managing and influencing senior stakeholders to drive positive customer change
Benefits:
- Hybrid working model – 2-3 days in the office
- Over 6 weeks of annual leave plus bank holidays
- Company pension with up to 10% matched contributions
- Culture supportive of a healthy work-life balance
- Based in Birmingham with multiple sites across the Midlands
If this sounds like the right opportunity for you, please apply with your CV. Rosie Cantwell will be in touch after reviewing relevant applications.
