Director of Customer Excellence

We are currently recruiting a Director of Customer Excellence. The Director of Customer Excellence is a member of the Leadership Team whose purpose is to lead a high performing organisation and develop a culture which enables and drives both customer and colleague satisfaction. This role will be the guardian of the Customer excellence strategy, ensuring its effective design, delivery and implementation which will in turn underpin the delivery of our strategic plan/corporate commitments.

The Director of Customer excellence will play a critical role in driving forward the Groups’ ambitions for growth, innovation, regeneration, financial capacity and ensuring customers influence service. Delivering excellence in leadership, creating a high support, high challenge environment where colleagues are inspired, enabled and empowered to do their best work and deliver on the organisation’s purpose.

As part of the role you will be leading on the design, implementation and monitoring of the customer excellence strategy and supporting the delivery of the asset and regeneration strategy, leading a high performing team of direct and indirect reports to ensure all customers across the group receive a quality service and deliver high levels of customer satisfaction and working closely with the Board and project boards to ensure the delivery of our vision and ambitions while ensuring appropriate governance.

We are looking for the post holder to have extensive knowledge of complex housing legislation and up to date case law, extensive housing management experience at a senior level including a variety of tenure types, including ASB, income collection, engagement and safeguarding and highly developed written communication skills including report writing (up to and including Board Reports) and delivering presentations to a variety of audiences within and outside of the organisation;

As an equal opportunities employer, Valleys to Coast Group is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Valleys to Coast Group.

Valleys to Coast Group reserves the right to close the job role earlier than the specified closing date if sufficient applications have been received. Therefore, we encourage you to submit your application as soon as reasonably practicable. We look forward to hearing from you.

Purpose

The Director of Customer Excellence is a member of the Leadership Team whose purpose is to lead a high performing organisation and develop a culture which enables and drives both customer and colleague satisfaction.

This role will be the guardian of the Customer Strategy, ensuring its effective design, delivery and implementation which will in turn underpin the delivery of our strategic plan/corporate commitments.

The Director of Customer Excellence will play a critical role in driving forward the Groups’ ambitions for growth, innovation, regeneration, financial capacity and ensuring customers influence service.

Delivering excellence in leadership, creating a high support, high challenge environment where colleagues are inspired, enabled and empowered to do their best work and deliver on the organisation’s purpose.

Reporting to the Executive Director of Customers and Communities, this role will ensure high quality customer services which
are agile and commercial in nature whilst embodying our social purpose, values, and behaviours. These services will include:

* Core landlord services to all tenures

* Support and safeguarding

* Anti social behaviour

* Customer excellence

* Customer engagement

* Internal and external communications

* Customer data

Key relationships

* Board led task and finish groups

* Customer Excellence Project Board

* Regeneration & Development Project

Board

* Health and safety/ Fire safety group

* Board

* Executive Team

* Leadership Group

* Internal colleagues at all levels

Line Manages

* Head of Income

* Head of Housing

* Head of Communication & Engagement

Key responsibilities

Specific objectives and deliverables will be agreed with the management team, the points below are a summary of the main responsibilities and accountabilities.

Strategic Leadership and Corporate Citizenship

Leading on the design, implementation and monitoring of the Customer Strategy and supporting the delivery of the Assets & Sustainability Strategy;

Working in partnership with the wider leadership team to ensure individual strategies are aligned to those of other teams, removing silos and ensuring the Group delivers on its purpose;

Providing assurance to the Board and other stakeholders that the Group’s ‘no wrong door’ approach to customer services is being upheld and the wider housing services are well managed, effective and efficient;

Creating a high support, high challenge environment for colleagues and customers to allow excellent customer services to be delivered and communities to become resilient;

Leading on the implementation of the operational and business plans flowing from the Customer Strategy ensuring alignment with established risk management, budget and business planning processes;

Developing effective relationships with stakeholders to enable a progressive environment which supports both customers and the community to flourish;

Actively seek partnerships that will enhance or grow services;

Identify new business opportunities to support organisational growth;

Positively represent the business externally including working with other RSLs, Welsh Government and other public sector agencies;

Role modelling Valleys to Coast values, behaviours and principles, placing colleagues and customers at the heart of our agenda;

Upholding our commitment to equality, diversity and inclusion in all aspects of our work;

Uphold our commitment to delivering sustainable services.

Service Excellence

Leading a high performing team of direct and indirect reports to ensure all customers across the group receive a quality service and deliver high levels of customer satisfaction;

Lead on developing the customer voice to ensure it influences the business at all levels and tailors services across the group;

Ensure the group customer service is inclusive by design and bespoke when required. Ensure that different customer groups receive the appropriate services;

Develop the ‘no wrong door’ approach to the group customers services;

Ensure customers receive the appropriate strengths based support;

Protect organisational income through rent and service charge setting and collection, allocation of empty homes, home ownership services, procurement and contract management;

Organisational safeguarding lead;

Develop and lead on services to ensure compliance with current standards and regulation and strive for best practice;

Lead on developing planned proactive services using tools such as estate action plans;

Leading on the development and delivery of a high performing organisation with a focus on effective and efficient processes and continuous improvement;

Leading on services which deliver excellence, efficiency, integrity, compliance and quality;

Delivery of internal and external communications and stakeholder management;

Proactively seek colleague voice, using it to inform decision making and ensuring our colleagues feel engaged and valued;

Promoting a culture of high performance, embedding and monitoring performance targets which support our desired outcomes of customer and colleague satisfaction.

Enabling and Empowering Teams

Actively working to realise the potential of self and others, valuing feedback and challenge, coaching others to be their best selves;

Optimising the potential of the Customer and Communities Directorate through continuing professional development and talent management;

Demonstrating a person-centred approach to our dealings with colleagues and customers;

Effectively leading and embedding change and improvement initiatives through effective information sharing, consultation and communication;

Demonstrating leadership which supports colleague engagement, wellbeing and resilience.

Governance and Reporting

Working closely with the Board and project boards to ensure the delivery of our vision and ambitions while ensuring appropriate governance;

Using data reporting and metrics to drive strategic insights and promote a culture of evidence based decision making. Ensuring we ‘measure what matters’;

Ensuring compliance with all regulatory and performance standards associated with the role.

Commercial Focus

Driving a financially viable and sustainable business by identifying opportunities for efficiencies and securing value for money;

Effectively managing budgets and ensuring a focus on agreed priorities where resources are limited.

Ensure compliance with procurement requirements and effective management of contracts up to £2 million.

Other

Lead on a culture of corporate and landlord health and safety ensuring that we are fully compliant with all legislative obligations;

Demonstrate leadership around fire safety and compliance

No job description can cover every eventuality which may arise, at various times you may be expected to carry out other duties requested by
management