Head of Customer Experience

3 weeks ago

Birmingham, Birmingham, United Kingdom Midland Heart Full time
Lead Our Customer Experience Team

We're seeking an exceptional leader to drive our complaints process and ensure timely, robust investigation and resolution of housing-related complaints. As the key figure, you'll help reduce service failures and avoidable contacts while embedding lessons learned across our organisation to improve outcomes for our tenants.

Key Responsibilities
  • Lead and develop a team of complaints handlers, fostering a culture of empowerment where team members are trusted to make decisions that deliver the right outcomes for tenants.
  • Oversee the investigation, response, and resolution of complaints in line with Regulator for Housing and Housing Ombudsman requirements.
  • Collaborate with internal and external stakeholders to proactively prevent recurring complaints and reduce avoidable contact.
  • Ensure accurate, reliable, and timely reporting of business performance data gathered from complaints and other feedback mechanisms, communicating this effectively across the business.
Requirements
  • Experience working with regulatory bodies or an Ombudsman in complaints management.
  • Resilience and focus when handling high-pressure situations.
  • Excellent communication skills, able to articulate concepts clearly and earn buy-in from direct reports and senior leaders.
  • A strong approach to compliance and performance management, ensuring continuous improvement in complaints handling and meeting regulatory standards.

We operate a Smart Working model, and this role requires working onsite 4 days per week. We're proud to be a Disability Confident Employer and happy to discuss any adjustments to help you succeed in this role.

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