Role: Head of Customer Experience and Impact
Salary: Circa £43,000
Location: Romford/Across Sites
Contract Type: Permanent
Responsible For: Customer Services Team
The housing landscape is fundamentally changing, with customer experience at the forefront. Join one of England's most established charities in embarking on a new change program, focused on embedding a customer-centric culture and driving towards excellence.
Use your expertise and knowledge of customer services and data management to create a newly formed customer experience team, with customers at the heart of every action.
Main Responsibilities
Customer Service
- To design, develop and roll out a Customer Experience Programme embedding a culture that delivers customer-centric services
- To act as the customer experience lead across the business
- Support the development of effective policies, procedures
- Manage the Customer Experience team
- Introduce a 'brand standard' to our approach to customers
IT
- Provide training to other users in the department
- Provide analysis on trends, emerging gaps, and performance
- Work with the Customer Care lead to ensure all outcomes are monitored including service user feedback
For a confidential discussion, please contact Nisa Ahmed at
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Nisa Ahmed