Head of Customer Experience

1 week ago

Peterborough, Peterborough, United Kingdom Net-Worx (2001) Limited Full time
Head of Customer Experience

We are seeking a highly driven customer service professional to lead our Customer Experience team. As the Head of Customer Experience, you will be responsible for developing an engagement offer that ensures the voice of the customer is heard across the Group.

Key Responsibilities:
  • Work with the Director of Housing and Customer Services to drive a customer-first, performance-focused culture across the Group.
  • Provide clear and direct leadership to the Customer Services, Customer Engagement, and Complaints teams to ensure high performance and identify strategies for continuous improvement.
  • Empower the Customer Services Team to take full ownership of resolving expressions of dissatisfaction at the first point of contact, preventing service failures from escalating to formal complaints.
  • Ensure an effective compliments and complaints management process is in place for the Group, in line with the Housing Ombudsman Complaints Handling Code.
Requirements:
  • Proven experience in delivering high-quality, customer-focused services.
  • Knowledge and understanding of the regulatory environment within social housing and the implementation of co-regulatory approaches.
  • Ability to lead and manage a team to achieve high performance and continuous improvement.
What We Offer:
  • A competitive 31-day annual leave entitlement plus bank holidays.
  • Car Allowance = £3,500 per annum plus 3% of salary (non-contractual, annually reviewed).
  • Pension Scheme with contributions matched by us up to 8.5%.
  • Life Cover of three times your annual salary (as part of pension scheme membership).
  • Membership of our Health Care Cash Plan, including Employee Assistance programme and DoctorLine.
  • Access to a range of discounts, including Blue Light and B&Q Tradepoint Cards.
  • Free access to financial education services, supporting with personalized financial information on a range of topics.
  • Free Eye Tests.
  • Free flu vaccinations.
  • Investment in your personal development through our extensive learning and development opportunities.
  • Professional subscription for membership fees relating to your role, paid for by us.
  • Family-friendly, carers' leave plus other paid leave.
  • Long Service Awards.
  • Carers' Networking Group and resources to support unpaid carers.

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