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Customer Experience Leader
1 month ago
About the Role
We are seeking a highly experienced and dynamic leader to join our senior leadership team as the Director of Customer Experience. This is an exciting opportunity to shape the future of customer experience at Halton Housing and drive a culture of customer-centricity across the organization.
Key Responsibilities
- Lead the design, development, and delivery of a seamless and intuitive customer experience across the business.
- Develop and deliver customer experience, neighbourhood management, customer engagement, and customer insight strategies that deliver the highest levels of customer satisfaction.
- Ensure compliance with all housing and customer legislation.
- Lead the delivery of excellent neighbourhood and housing management services, including supported and sheltered housing, customer services, customer communications, resolution management, and repairs and maintenance.
Requirements
- Proven experience operating at a senior leadership level with a key focus on customers.
- Highly experienced, dynamic leader with the ability to inspire and motivate others to deliver against challenging objectives.
- Evidence of customer experience strategy development and delivery that aligns with wider business strategy.
- Understanding of housing management and repairs and maintenance.
- Able to evidence a passion for engaging with customers to help shape strategy, service design, and delivery.
- Successful record in developing and leading highly effective customer-facing operations.
- Data and insight-driven to enhance the customer experience, improve business efficiency, and inform strategy development.
- Demonstrable strategic financial and business acumen.
- Confident communicator and influencer internally and externally.
What We Offer
- 88,000 annual salary.
- 4,000 car allowance.
About Us
Halton Housing is a leading provider of housing and customer services. We pride ourselves on doing things differently and are committed to improving people's lives. We offer a hybrid working model, generous annual leave allowances, and excellent pension scheme.
