Head Of Customer Experience - Hundred Houses Society

Head of Customer Experience - Hundred Houses Society
Due to continued development, this is an exciting time to become part of the award-winning Hundred Houses Society team and contribute to their future improvement plans.
This is also a unique opportunity to join the Hundred Houses Society leadership team.
Hundred Houses Society exists to provide great value, low-cost homes for the people of Greater Cambridge and constantly strives to deliver better customer service. As well as focusing on delivering more new build homes, they are continually investing and modernising customers’ homes. The society has an extensive history, of nearly 100 years, and is a society based on strong ethics.
The role’s overall purpose is to lead the delivery of Customer-focused corporate objectives and the continuous improvement of Customer service.
Responsibilities include:
- Deliver an effective, cost-efficient and high-quality service for all housing and customer service areas
- Deliver meaningful and inclusive resident engagement which influences service standards and decision-making, monitors and challenges performance.
- Develop the utilisation of technology to achieve efficiencies and overall process improvement.
- Have a strong focus on developing a positive and motivating employee culture
- Assist the Executive Operations Director in leading and developing the Society’s vision, values and mission.
- Develop the professionalism of the housing team in line with the Better Social Housing Review outcomes.
- Assume responsibility for leading and implementing continuous improvement activities across the Housing and Customer Services teams.
- Ensure all legal and regulatory obligations in relation to housing management are achieved
- Accountability for housing management data and systems
Experience and skills required:
- Technical housing law knowledge and understanding of housing management functions from previous experience gained with a housing association.
- Management and delivery of high-performing customer-facing activities for a housing organisation.
- Developing and implementing strategies, systems and policies
- Strong people skills and the capability to lead, support, motivate and develop their team
- The ability to think strategically and resolve complex problems
- Is able to engage and empathise with customers in formal and informal ways to support the Society’s customer engagement strategy
- Knowledge of a range of social housing tenures, rents and services
- Collaborative and inclusive leadership skills
- Understand and relate to Hundred Houses Society's core values
Level 4 certificate or level 5 diploma in housing. Or a foundation degree CIH or equivalent is essential.
Salary: £63,205 plus car allowance and enhanced pension, 28 days annual leave plus bank holidays.
Hundred Houses Society is working exclusively with HR Ready Ltd, and all applications will go directly to Ioan at HR Ready.
This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.