Head of Customer Experience Transformation

3 weeks ago


West Yorkshire, United Kingdom Yorkshire Housing Full time
Customer Service Transformation Lead

We're seeking a seasoned professional to lead our customer service transformation efforts and drive excellence in customer experience.

About the Role

This pivotal position will oversee the implementation of innovative solutions to enhance customer interactions across all channels, including phone, email, chat, social media, and self-service portals.

Key Responsibilities
  • Drive data-driven decision making through analysis of lessons learned, root cause analysis, and insights.
  • Optimise contact centre technologies to improve efficiency, productivity, and overall customer experience.
  • Establish and maintain key performance indicators (KPIs) to measure the effectiveness of customer contact operations.
  • Proven track record of delivering customer service transformation projects.
Requirements
  • Expertise in motivating and coaching teams to achieve outstanding results.
  • Strong knowledge of contact centre technologies and omni-channel capabilities.
  • Ability to analyse data and drive evidence-based decision-making.
  • A Level 4 Certificate in Housing regulated by Ofqual or equivalent.
What We Offer

A competitive salary of £79,500 per annum, plus £2,000 car allowance for a 35-hour week, 28 days annual leave (rising annually to 30 days) plus Bank Holidays.

Our comprehensive benefits package includes a cash plan, retail discounts, and a pension scheme where we'll match your contributions up to 9%.

We're committed to creating a diverse and inclusive work environment where everyone can contribute their best work and be themselves.



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