Head of Customer Experience
Job Location: Brindley Place, Birmingham
Salary: £70,000- £78,795 + Car allowance.
Contract type: Permanent
Working hours: 37 hours per week
About the role
GreenSquareAccord is looking for an experienced and customer-focused Head of Customer Experience to lead our complaints, early resolution and customer contact centre services.
This senior role is responsible for ensuring customer contact and complaint handling are efficient, compliant and used to drive continuous improvement. You will lead large teams, embed learning from customer insight, oversee service improvement projects and ensure strong compliance with the Housing Ombudsman Code and consumer regulation
The role will require travelling to our Methuen Park office in Chippenham, Wiltshire once a fortnight.
About you
We are looking for someone who has already operated at Head of Service level, or who can clearly demonstrate the skills and experience to be ready for the next step into a Head of Service role. You will be a confident leader with strong influencing skills, experience of managing complex customer services, and a clear commitment to a customer centred culture.
You will bring strong experience from within a customer services environment, in housing sector.
Previous housing sector experience is essential.
You will be confident operating autonomously, making sound decisions in complex situations and leading change that delivers measurable improvements to the customer experience.
Application requirement
As part of your application, you must submit a one page supporting statement explaining:
- Your relevant experience and achievements
- How your skills and leadership experience meet the requirements of the role
- Why you are suitable for this position at Head of Customer Experience level
We will be conducting a two-staged interview process for this position. 1st stage will take place the week commencing 15th June with 2nd stage scheduled for the week commencing 29th June
About us
We are GSA, we provide affordable homes and services that create a foundation from which people in our communities can thrive.
We own and manage 25,000 homes in diverse communities across the West Midlands and Southwest.
Everyone deserves a home, it`s a place from which we build our future, we thrive at home.
We are proud to play an active role in dealing with the consequences of the housing crisis, by providing affordable homes for people in our communities who need them most.
Often a home is all someone needs, but when our customers need more, we offer a range of services, including care, money advice and coaching to support them.
We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.
The GSA Way
We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.
A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.
Our five core commitments are:
- We believe our customer is everything
- We are one team
- We are supportive and caring
- We are business-minded for social purpose
- We are curious and ambitious.
Benefits
In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes:
- 25 days annual holiday entitlement
- A defined contribution pension scheme.
- Trust based flexible working and a Confidential Employee Assistance Programme (EAP).
- Two days paid volunteering leave per year
- Buying and selling of annual leave
- Opt-in health cash plan with cover on eye test and glasses, Dental, therapy and much more!
All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy.
GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview.
If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.
