Head of Customer Service

Head of Customer Service
Permanent
Full Time
£85,000 + £4,000 Car Allowance
Home Based with occasional travel to Northamptonshire

We are currently working on behalf of a well-established housing provider to recruit a Head of Customer Service on a permanent basis.

Responsibilities of the Head of Customer Service include:

• Leading customer services, complaints, customer engagement and community investment functions
• Ensuring compliance with consumer standards and the Housing Ombudsman Complaint Handling Code
• Overseeing Tenant Satisfaction Measures (TSMs) and customer insight programmes to drive continuous improvement
• Using performance data and customer trends to improve KPIs and satisfaction outcomes
• Managing budgets, governance and risk across service areas
• Embedding a customer-centric culture and providing visible, inclusive leadership
• Leading on social value delivery and place-shaping initiatives

Requirements of the Head of Customer Service include:

• Significant senior leadership experience within a customer-facing environment for the housing sector