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Head of Customer Experience
2 months ago
At Accent, we're committed to delivering exceptional customer experiences. As the Head of Customer Contact - Repairs, you'll play a pivotal role in leading our Repairs customer service team in Peterborough.
About the Role:
- 35 hours per week
- Permanent
You'll be responsible for the efficient and effective running of the contact centre and linked communication channels, ensuring KPIs are achieved and excellent levels of customer service are delivered. Regularly reviewing performance and service delivery, you'll ensure the service remains fit for purpose and provides value for money.
Key Responsibilities:
- Embed a culture of continuous improvement, ensuring customer dissatisfaction is dealt with promptly and complaint escalations are minimized.
- Work closely with other teams within the Customer Relations Team, especially the Housing Hub, to ensure high levels of service are consistently delivered to our customers.
- Explore and influence future contact channels for customers.
What You'll Get:
- Competitive salary: £62,843 per annum (spot salary) or £59,843-£62,843 per annum (dependent on experience).
- Agile working and flexible hours.
- Development opportunities, including access to internal and external learning resources.
- 28 days paid holiday (pro-rata) per year, rising by 1 day per year up to a maximum of one working week.
- Pension schemes, including a Defined Benefit Scheme and a Defined Contribution Scheme.
- Employee Assistance Programme.
- Hapi Benefits App with multiple discounts.
- Cycle to work scheme.
Requirements:
- Extensive contact centre management experience, ideally in a multi-channel environment.
- Experience in management of a responsive repairs service.
- Proven track record in delivering good customer service.
- Experience of managing a large team and multi-disciplinary networks.
- Financial and budget awareness.
- Knowledge and awareness of current issues in social housing.
- Ability to assimilate written and numerical information in a report or presentation format and deliver to a variety of stakeholders.
- Awareness of ICT and telephony systems relevant to a contact centre environment.
- Awareness of managing and responding to customer expectations and changing preferences in terms of contact channels.
- Results-driven individual with sound judgement and strong decision-making skills.
Location:
The successful candidate will be required to live within a commutable distance to our Peterborough office with some travel as required.
We're a keen promoter of agile working and encourage working from home, as long as we meet our customers' needs.
We'll provide you with the equipment and software you'll need for the purpose of your role, however it will be your responsibility to have an appropriate space to work from as well as a suitable broadband connection/provider.
About Accent:
At Accent, we believe that everyone should have access to an affordable, sustainable, and safe home. Our work across the country aims to do just that.
We're a national organisation, but with a community focus. We were formed in 1966 and have grown in the time since, and now provide homes and services to over 40,000 customers.
We understand the impact our work can have in creating better places for people to live by providing well-designed housing, which is in short supply, and building sustainable communities where people choose to live.
We are proud of our Homes England Strategic Partnership, which allows us to build even more homes in areas of housing need.
We invest in our existing homes to make sure they offer our customers the very best in living standards by adapting to meet new ideas, environmental changes, new regulations for safety and security and modern technology to make them a home for life, in every way our customers need them to be.
Caring for our customers also means caring for their environment. With our ambitious energy-efficient development plans, and our retrofitting projects which are modernising our current homes; we are putting sustainability at the fore so that we can drive value for customers now and in the future.
As anchor institutions in the communities where we work, it's important we leverage partnerships and seek opportunities for customers that provide the foundations for better living. We build relationships which accelerate and advance our work to ensure customers are supported if they need it and can be happy living in their homes.
We never stop evolving – we are ambitious and driven and understand that great performance is a product of an inclusive and supportive environment, where colleagues can thrive and achieve their best.
With a new people strategy and corporate strategy which will sets out our commitments from, it's an exciting time to join Accent.
If you require reasonable adjustments to any part of our recruitment process, please let us know we will ensure requirements are met.
Please don't delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.
If you have any queries about the role, please email:
Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.
We are excited about our future and if you are too, we'd love to hear from you.
