Customer Experience Director

2 weeks ago


Croydon, United Kingdom Reed Talent Solutions Full time

Job Summary

We are seeking an experienced Customer Experience Director to join our team at Reed Talent Solutions. This is a unique opportunity to lead our customer-facing teams and drive service excellence in social housing.

About the Role

The ideal candidate will have extensive experience in leading large-scale, fast-paced teams and driving change management initiatives. You will be responsible for designing and implementing effective mechanisms to learn from customer complaints and embed lessons learned across the organization.

You will also head a team responsible for involving customers in shaping our services, supporting the development and delivery of a group-wide Customer Engagement Strategy. Your leadership skills will be crucial in motivating and matrix managing operational teams at a senior level to deliver results and excellent customer service.

Key Responsibilities

  • Lead the Customer Solutions team to resolve complaints efficiently and comprehensively, ensuring alignment with strategic and regulatory requirements while maintaining a positive customer experience.
  • Design and implement mechanisms to learn from customer complaints, collaborating with other heads of service to embed lessons learned.
  • Head the team responsible for involving customers in shaping our services, supporting the development and delivery of a group-wide Customer Engagement Strategy.
  • Provide guidance on customer engagement and support resident-led scrutiny groups to review services and provide feedback.

Requirements

  • Proven success in leading a large-scale, fast-paced team.
  • Strong leadership skills in change management.
  • Demonstrated ability to motivate and matrix manage operational teams at a senior level to deliver results and excellent customer service.
  • Excellent analytical and problem-solving skills.

What We Offer

In exchange for your expertise, we offer a competitive salary range of £550-£650 per day (umbrella company terms apply), as well as a hybrid working arrangement that allows you to balance work and personal life. Based in Croydon, this role offers 36 hours of work per week, providing a great work-life balance.

This is a fantastic opportunity to join a reputable Housing Association and make a real impact on customer satisfaction. If you're a strong, customer-focused leader with excellent analytical and problem-solving skills, please submit your CV and cover letter detailing your relevant experience and why you're interested in this position.



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