Head of Customer Experience

Michael Page

  • York
  • £60,000 per year
  • Permanent
  • Full-time
  • 23 days ago
  • Apply easily
  • Head of Customer Experience (Contact Centre Led)
  • York based - 3 days on site
  • Housing Sector
  • £60,000 - £65,000
  • Lead a 25fte contact centre led operation to support customers across a wide range of needs, in line with contractual expectations
  • Support customers with needs around repairs & works, financial support, vulnerability, complaints and customer satisfaction
  • Create, implement and drive the Customer Experience & Engagement strategy through customer contact channels, understanding customer needs and delivering against them
  • Work cross functionally with other departments to ensure the delivery of customer needs including finance, facilities and contractors
  • Manage all available resource to deliver against expectations, proactively identifying resource issues and creating plans to eradicate potential issues
  • Ensure the function remains operationally compliant in line with regulatory requirements and industry standards
  • Drive continuous improvement activities across the directorate, ensuring all decisions are made with the customer at heart
Head of Customer ExperienceHousing Sector
  • Experience leading a complex contact centre operation
  • Implementation and record of delivering CX strategies
  • Extensive stakeholder management
  • Housing industry experience (desirable)
Page Group are delighted to be working in partnership with a leading organisation within the Housing Sector, who are looking to appoint a new Head of Customer Experience. The role will have strategic and operational responsibility for both CX and Contact Centre, supporting residents across their estate.This is a key role within the organisation that will be pivotal in achieving pre agreed organisational objectivesThe role of Head of Customer Experience will join a leading Housing Sector led organisation based on YorkHybrid working on offer - 3 days on site£60,000 - £65,000 depending on experienceGenerous benefits (will be disclosed on application)

Michael Page