We are currently recruiting a Director of Customer Excellence. The Director of Customer Excellence is a member of the Leadership Team whose purpose is to lead a high performing organisation and develop a culture which enables and drives both customer and colleague satisfaction. This role will be the guardian of the Customer excellence strategy, ensuring its effective design, delivery and implementation which will in turn underpin the delivery of our strategic plan/corporate commitments.
The Director of Customer excellence will play a critical role in driving forward the Groups' ambitions for growth, innovation, regeneration, financial capacity and ensuring customers influence service. Delivering excellence in leadership, creating a high support, high challenge environment where colleagues are inspired, enabled and empowered to do their best work and deliver on the organisation's purpose.
As part of the role you will be leading on the design, implementation and monitoring of the customer excellence strategy and supporting the delivery of the asset and regeneration strategy, leading a high performing team of direct and indirect reports to ensure all customers across the group receive a quality service and deliver high levels of customer satisfaction and working closely with the Board and project boards to ensure the delivery of our vision and ambitions while ensuring appropriate governance.
We are looking for the post holder to have extensive knowledge of complex housing legislation and up to date case law, extensive housing management experience at a senior level including a variety of tenure types, including ASB, income collection, engagement and safeguarding and highly developed written communication skills including report writing (up to and including Board Reports) and delivering presentations to a variety of audiences within and outside of the organisation;
As an equal opportunities employer, Valleys to Coast Group is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Valleys to Coast Group.
Valleys to Coast Group reserves the right to close the job role earlier than the specified closing date if sufficient applications have been received. Therefore, we encourage you to submit your application as soon as reasonably practicable. We look forward to hearing from you.
Purpose
The Director of Customer Excellence is a member of the Leadership Team whose purpose is to lead a high performing organisation and develop a culture which enables and drives both customer and colleague satisfaction.
This role will be the guardian of the Customer Strategy, ensuring its effective design, delivery and implementation which will in turn underpin the delivery of our strategic plan/corporate commitments.
The Director of Customer Excellence will play a critical role in driving forward the Groups' ambitions for growth, innovation, regeneration, financial capacity and ensuring customers influence service.
Delivering excellence in leadership, creating a high support, high challenge environment where colleagues are inspired, enabled and empowered to do their best work and deliver on the organisation's purpose.
Reporting to the Executive Director of Customers and Communities, this role will ensure high quality customer services which
are agile and commercial in nature whilst embodying our social purpose, values, and behaviours. These services will include:
- Core landlord services to all tenures
- Support and safeguarding
- Anti social behaviour
- Customer excellence
- Customer engagement
- Internal and external communications
- Customer data
Key relationships
- Board led task and finish groups
- Customer Excellence Project Board
- Regeneration & Development Project
Board
- Health and safety/ Fire safety group
- Board
- Executive Team
- Leadership Group
- Internal colleagues at all levels
Line Manages
- Head of Income
- Head of Housing
- Head of Communication & Engagement