Head of Customer Experience Lead

3 weeks ago

Birmingham, Birmingham, United Kingdom Midland Heart Full time
Job Title: Head of Customer Experience

We are seeking an exceptional Head of Customer Experience to lead our Customer Experience team and ensure the timely, robust investigation and resolution of housing-related complaints.

About the Role

The successful candidate will be responsible for leading and developing 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.

Key responsibilities will include:

  • Overseeing the investigation, response, and resolution of complaints in line with Regulator for Housing and Housing Ombudsman requirements.
  • Collaborating with internal and external stakeholders to proactively prevent recurring complaints and reduce avoidable contact.
  • Ensuring accurate, reliable and timely reporting of business performance data gathered from complaints and other feedback mechanisms, communicating this effectively across the business.
  • Working closely with customers and colleagues to provide internal advocacy and achieve timely resolutions.
About Us

We are Midland Heart, a large, ambitious housing organisation that provides affordable homes and values people from all walks of life. We foster a supportive and rewarding environment where great people thrive, and where you can make a real impact.

We operate a Smart Working model whereby our colleagues work both on-site and remotely, depending on where their service is best delivered on any given day. Fulfilling this high-profile role, you should expect to work onsite 4 days per week, but we are also flexible to ensure you can meet and enjoy life's challenges and opportunities throughout the year.

We are proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.

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