Customer Service Director

1 week ago

Basingstoke, Hampshire, United Kingdom VIVID Housing Full time

About VIVID Housing

VIVID is a leading provider of affordable housing, dedicated to delivering exceptional customer service and creating vibrant communities.

Role Overview

We are seeking an experienced Financial Inclusion Manager to lead our Income Recovery and Financial Inclusion teams. As a key member of our customer operations leadership team, you will be responsible for driving a healthy high-performing culture, building strong partnerships, and continuously seeking opportunities to improve our services across our 34,000 homes.

Key Responsibilities

  • Lead the Income Recovery and Financial Inclusion teams to ensure fair and transparent processes that take into account the needs of our customers and their vulnerabilities.
  • Develop and implement strategies to enhance customer satisfaction and engagement, while ensuring compliance with regulations and best practices.
  • Collaborate with cross-functional teams to identify opportunities for process improvements and implement changes that drive business results.
  • Embed a culture of customer focus, ensuring that our services meet and exceed performance standards.
  • Develop and maintain strong relationships with key stakeholders, including customers, partners, and internal teams.

Requirements

  • Proven experience in a customer-centric service, with a focus on financial inclusion and income recovery.
  • Strong leadership and management skills, with the ability to motivate and develop high-performing teams.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, partners, and internal teams.
  • Ability to analyze complex data and develop insights that inform business decisions.
  • Knowledge of relevant regulations and best practices in the housing sector.

What We Offer

  • A competitive salary and benefits package.
  • Opportunities for professional development and growth.
  • A dynamic and supportive work environment.
  • The chance to make a real difference in the lives of our customers.

DBS Check

This role is subject to a DBS check.

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