Head of Customer Experience Leader
2 weeks ago
We are seeking an exceptional leader to drive our complaints process and improve the customer experience.
About the RoleThe Head of Customer Experience will lead our Customer Experience team and ensure the timely, robust investigation and resolution of housing-related complaints. As the key figure driving our complaints process, you will 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.
- Work closely with customers and colleagues to provide internal advocacy and achieve timely resolutions.
We are looking for an experienced senior manager who can unite their team around a common purpose: driving high service standards and championing tenant rights. You will have experience working with regulatory bodies or an Ombudsman in complaints management and will demonstrate resilience and focus when handling high-pressure situations. With excellent communication skills, you will articulate concepts clearly, earning buy-in from direct reports and influencing senior leaders across our organisation to support key initiatives.
About UsWe 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. We are a large, ambitious housing organisation that provides affordable homes and values people from all walks of life. At Midland Heart, we foster a supportive and rewarding environment where great people thrive, and where you can make a real impact.
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Head of Customer Experience Leader
2 weeks ago
Birmingham, Birmingham, United Kingdom Midland Heart Full timeJob Title: Head of Customer ExperienceWe are seeking an exceptional leader to drive our complaints process and improve the customer experience.About the RoleThe Head of Customer Experience will lead our Customer Experience team and ensure the timely, robust investigation and resolution of housing-related complaints. The successful candidate will have...
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Head of Customer Experience Leader
2 weeks ago
Birmingham, Birmingham, United Kingdom Midland Heart Full timeJob Title: Head of Customer ExperienceWe are seeking an exceptional leader to drive our complaints process and improve the customer experience.About the RoleThe Head of Customer Experience will lead our Customer Experience team and ensure the timely, robust investigation and resolution of housing-related complaints. The successful candidate will have...
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Head of Customer Experience
2 weeks ago
Birmingham, Birmingham, United Kingdom Midland Heart Full timeJob Title: Head of Customer ExperienceJoin Midland Heart, a leading housing organisation, as we seek an exceptional Head of Customer Experience to lead our Customer Experience team. As the key figure driving our complaints process, you will help reduce service failures and avoidable contacts while embedding lessons learned across our organisation to improve...
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Head of Customer Experience
2 weeks ago
Birmingham, Birmingham, United Kingdom Midland Heart Full timeJob Title: Head of Customer ExperienceJoin Midland Heart, a leading housing organisation, as we seek an exceptional Head of Customer Experience to lead our Customer Experience team. As the key figure driving our complaints process, you will help reduce service failures and avoidable contacts while embedding lessons learned across our organisation to improve...
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Head of Customer Experience Leadership
2 weeks ago
Birmingham, Birmingham, United Kingdom Midland Heart Full timeJob Title: Head of Customer ExperienceWe are seeking an exceptional leader to join our team as the Head of Customer Experience. This is a high-profile role that requires a strong leader who can drive high service standards and champion tenant rights.About the RoleThe Head of Customer Experience will be responsible for leading and developing a team of...
-
Head of Customer Experience Leadership
2 weeks ago
Birmingham, Birmingham, United Kingdom Midland Heart Full timeJob Title: Head of Customer ExperienceWe are seeking an exceptional leader to join our team as the Head of Customer Experience. This is a high-profile role that requires a strong leader who can drive high service standards and champion tenant rights.About the RoleThe Head of Customer Experience will be responsible for leading and developing a team of...
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Head of Customer Experience Lead
2 weeks ago
Birmingham, Birmingham, United Kingdom Midland Heart Full timeJob Title: Head of Customer ExperienceWe are seeking an exceptional leader to drive our complaints process and ensure the timely, robust investigation and resolution of housing-related complaints.About the RoleAs the key figure driving our complaints process, you will help reduce service failures and avoidable contacts while embedding lessons learned across...
-
Head of Customer Experience Lead
2 weeks ago
Birmingham, Birmingham, United Kingdom Midland Heart Full timeJob Title: Head of Customer ExperienceWe are seeking an exceptional leader to drive our complaints process and ensure the timely, robust investigation and resolution of housing-related complaints.About the RoleAs the key figure driving our complaints process, you will help reduce service failures and avoidable contacts while embedding lessons learned across...
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Head of Customer Experience
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Head of Customer Experience
3 weeks ago
Birmingham, Birmingham, United Kingdom Midland Heart Full timeLead Our Customer Experience TeamWe'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...
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Head of Customer Experience Lead
3 weeks ago
Birmingham, Birmingham, United Kingdom Midland Heart Full timeJob Title: Head of Customer ExperienceWe 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 RoleThe successful candidate will be responsible for leading and developing a team of complaints handlers, fostering a culture...
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Head of Customer Experience Lead
3 weeks ago
Birmingham, Birmingham, United Kingdom Midland Heart Full timeJob Title: Head of Customer ExperienceWe 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 RoleThe successful candidate will be responsible for leading and developing a team of complaints handlers, fostering a culture...
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Birmingham, Birmingham, United Kingdom Midland Heart Full timeJob Title: Customer Experience DirectorWe are seeking an exceptional Customer Experience Director to lead our Customer Experience team and ensure the timely, robust investigation and resolution of housing-related complaints.About the RoleThis is a high-profile role that requires a senior manager with experience working with regulatory bodies or an Ombudsman...
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Birmingham, Birmingham, United Kingdom Midland Heart Full timeJob Title: Customer Experience DirectorWe are seeking an exceptional Customer Experience Director to lead our Customer Experience team and ensure the timely, robust investigation and resolution of housing-related complaints.About the RoleThis is a high-profile role that requires a senior manager with experience working with regulatory bodies or an Ombudsman...
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