Head of Customer Experience

3 weeks ago

Nottingham, United Kingdom Nottingham Community Housing Association Ltd Full time

At NCHA, we’re clear about what matters - delivering for our customers, being lean and building operational excellence. We believe in a culture of always striving for the best.

And this is where you come to mind…

There's never been a more exciting time to join us.

We have an exciting opportunity for a visionary and dynamic professional, who is strategically and operationally sound in a customer contact environment to join us as our new Head of Customer Experience.

About the role:

The main purpose of this role is to deliver the strategic and operational ambitions of NCHA’s Customer Experience team. As the Head of Customer Experience, you will define what excellent customer service looks like for the organisation through the delivery of challenging but achievable targets; identifying and implementing effective measures to improve customer satisfaction.

You will be required to demonstrate tangible results in terms of customer satisfaction and operational efficiencies that drive a seamless experience for customers. Other key aspects of the role will include resource planning and management and taking a positive and proactive approach to building strong teams. You will also design and roll out training programmes for new and existing colleagues to support the embedding of updated standards, and work with wider NCHA teams to embed processes for activities that impact effectiveness of an excellent customer experience.

About you:

We are looking for someone who believes good quality housing is vital. We are looking for a leader who can address customer feedback and implement positive changes across the Customer Experience Service.

You will be naturally inquisitive and won’t accept the status quo. As a customer advocate you will always look at how to achieve quality solutions for everyone. Problem solving, decision making and strategic thinking will be second nature and you will be well versed in deploying processes and technologies. Having an innovative and adaptable persona will enable you to implement the necessary changes to processes, systems and training; to achieve the expected standards and set the direction for customer service in the organisation.

You will also draw on your effective, credible collaboration, influencing and persuading skills when dealing with stakeholders.

So what’s really important to us?

Your:

  • Motivational leadership style and coaching methodology focused on bringing the best out of individuals and teams
  • Significant management experience at a strategic level with an established record of delivery of a quality multi-channel customer contact service in a large organisation
  • Proven experience of initiating and driving change in a complex and high performing environment;- be it to processes or systems
  • Experience in performance management and developing teams to a very high standard
  • Knowledge of contact centre software solutions
  • Display of accountable behaviours and values and the fact that things get done because of you
  • Passion about delivering excellent customer services

You must either have a CIH Diploma Level 5 qualification or agree to study for and obtain within reasonable time limits.

Working Hours

This role is 35 hours a week working Monday to Friday with a flexible approach to hybrid working.

Interviews will take place at our office in Edwinstowe on 20th May 2024.

USEFUL TOP TIPS:

  1. You will need to attach a CV in order to apply for this role.
  2. All correspondence will be via your registered email address.
  3. View the full Role Profile in the document tab at the top of the page and refer to the Person Specification section of the Role Profile to complete your application – show us why you are suitable

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