Salary: £97,414 to £106,547 (London) plus £5k car allowance
Location: Croydon
Hours: 36 hours per week
Contract Type: Permanent
In the Summer of 2023, we embarked on our 'Connect' programme to review the way we work to improve our homes and services and meet the evolving needs of our residents.
Our transformation programme will build an organisation fit for the future and set us up to deliver our mission: to provide and maintain homes for those that need them most.
We're looking at every aspect of our organisation to deliver an improved experience for everyone who lives in our homes. We're focused on improved housing management, housing people more quickly, improving our handling of customer enquiries, and ensuring frontline workers are more visible.
We're also reviewing how we're structured to make sure we have the right resource and the right skills in the right part of our organisation.
This brings an exciting opportunity for a Head of Resident Voice to join our team and be part of something amazing as we continue on our transformational journey.
Reporting to our Director of Performance, Quality and Compliance, you'll be responsible for making sure our resident's voice is heard and that their views and experiences are used to shape our service design and improve our delivery.
In this critical role, you'll be tasked with leading two customer-centric teams. Firstly the Customer Solutions complaints-handling team, by ensuring our customers' complaints are resolved efficiently and comprehensively in line with our strategic and regulatory requirements, whilst also ensuring a positive customer experience. You'll be responsible for designing and implementing the mechanisms we use to learn and make improvements from our complaints, working closely with other heads of service around the business to embed lessons learned. You'll also head up the team responsible for ensuring our residents are involved in shaping our services, helping to develop and deliver Clarion's group-wide Customer Engagement Strategy providing guidance to the business on engaging with customers, and support resident-led scrutiny groups to review services and provide feedback.
Clarion is currently undergoing a major transformation programme called Connect. You will be leading both teams through this process, including the design and implementation of effective team structures and new ways of working across Resident Voice.
You'll need to evidence delivering success in leading a large-scale, fast-paced team as well as leadership skills in change management and a strong record of motivating and matrix managing operational teams at a senior level to deliver results and an excellent customer service.
If you're a strong, customer-focused and motivational leader with excellent analytical and problem-solving skills and a deep understanding of a customer-centric industry (preferably social housing), including relationships with external regulatory and ombudsman bodies, then please review the full role profile before applying - Head of Resident Voice
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Closing Date: Monday 25th November at midnight.
This is a hybrid role with a base location at our offices in Croydon. Candidates will be expected to work from the office at least 2-3 days per week.
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You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.
