Head of Customer Experience and Impact

  • Location
    Romford, Greater London
  • Job type
    Permanent
  • Industry
    Public Sector and Government
  • External Reference
    JN-062022-259678
  • Category
    Public Sector - Housing


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


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