Head of Customer

A place to make a difference
**Salary**: £62,778 per annum
**Location**: Bradford/Peterborough/Burnley/Stockton/Camberley, Hybrid
Permanent, 35 hours per week, Monday - Friday 9am - 5pm.
With over 21,000 homes across the country, we’re responsible for supporting thousands of customers and their families.
We’re proud to build positive, long-lasting relationships that go beyond housing. The work we do improves lives and creates vibrant communities where people of all backgrounds can thrive.
If you're looking for an exciting role that will have a positive impact on our customers and communities then this is the role for you.
About the role
As our Head of Customer and Community Engagement, you'll champion a customer-first culture that aligns with Accent’s corporate objectives, ensuring we're effective in amplifying the customer voice and influence by facilitating our customer engagement groups to drive performance improvements.
You'll be responsible for ensuring that we deliver and evidence social value activities through an aims led community development service and support our vulnerable customers through an effective Inclusion service. Your role will involve fostering solid internal relationships, ensuring continuous service improvement, and leading efforts to exceed customer expectations. You'll work closely with internal and external stakeholders to embed and oversee our Customer Engagement Groups.
By being a strong role model for our values, you will positively influence our teams to innovate and meet challenges with creativity and resilience and you'll nurture, develop and maintain relationships with our engaged customers and implement scrutiny to make sure that our customers receive a high-quality service, are kept well informed and have a relationship with Accent that is based on trust and respect.
To view/download the full Head of Customer and Community Engagement job description please click here.
Salary
The spot salary for the Head of Customer and Community Engagement is £62,778 per annum for applicants who fully meet the requirements of the post. Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary.
About you
**Proven leadership experience**: You’ll have a track record of successfully managing teams and motivating others to meet customer service goals in a dynamic and diverse environment.
**Customer-centric mindset**: Experience working in customer service roles, with the ability to understand and meet the needs of a wide range of customers, is key to this role. You’ll be responsible for promoting the voice of the customer and ensuring that their feedback drives improvements.
**Strong report writing and presentation skills**: You will bring clarity and precision to your reporting, presenting findings in a way that influences change across our organisation.
**Regulatory knowledge**: A strong understanding of the Regulator of Social Housing and housing legislation will be essential, ensuring compliance with all consumer standards and regulations.
**Influencing and negotiation skills**: You’ll be confident in providing appropriate challenge and resolving conflicts, using your strong problem-solving abilities to address issues effectively.
**Leadership in engagement**: You’ll lead formal customer engagement forums, creating a space for open discussion and the development of meaningful relationships with our customers.
**Social value outcomes**: Your role will also involve delivering tangible outcomes for our communities, helping us make a real impact on the lives of those we serve.
Full UK driving licence and access to a vehicle for travel, as required, to support your work in the field.
Head of Customer and Community Engagement Interviews
1st stage interviews will take place on Monday 12th May via Teams.
2nd stage interviews will take place on Friday 16th May. These interviews will include a role related scenario and competency interview. The location will be confirmed in advance.
A place to build a future
We have big ambitions. That means we need people who are driven to succeed and eager to grow. Here, you’ll have the opportunity to learn new skills, thrive in our collaborative environment and take your career in different directions. We also support your health and wellbeing with 28 days of holiday - plus the opportunity to purchase more - access to an online GP, gym discounts and a day to spend volunteering for a cause that matters to you.
If you require reasonable adjustments to any part of our recruitment process, please let us know we will ensure requirements are met.