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Head of Customer Experience
Fixed Term Contract
6 Months
£70,000+
Kent

Hamilton Woods Associates are currently recruiting for a Head of Customer Experience to oversee the Customer Service centre including the complaints department, on a fixed term contract for 6 months with the view to lead to a permanent position.

Duties and Responsibilities of the Head of Customer Experience:

Lead and inspire the Customer Experience and Complaints teams to deliver outstanding service.
Oversee the end-to-end complaints process, ensuring compliance with the Housing Ombudsman's Code.
Provide senior oversight on complex or high-profile complaints and Ombudsman cases.
Use customer insight and feedback to shape and improve services.
Report on trends, performance, and learning to Executive and Board level.
Champion a customer-first culture across the organisation.
Drive continuous improvement through data analysis and service reviews.
Work collaboratively with teams to embed customer experience principles into all areas of service delivery.Essential Requirements of the Head of Customer Experience:

Experience leading teams within social housingTo be considered for this exciting role, please contact Lucie Houston - Managing Consultant at Hamilton Woods or apply online with a covering note of your experience and suitability referencing the job ID number. Due to the exceptionally high level of applications if you have not heard back from HWA within 7 - 10 days, it is regrettable that we cannot respond to all applicants, and please assume your application has been unsuccessful