Interim Head Of Customer Experience

• Take the lead in overseeing managing day-to-day Housing Services
• As well as Repairs and leading the call centre and contract management

About Our Client

My client are a Housing Association in North London with a fantastic set of values and a great mission, with a key focus on their customers at the heart of their operations.

Job Description

The key responsibilities as the Interim Head of Customer Experience are as follows:

• Oversee delivery of Housing's services to customers managing the day-to-day delivery of housing services and repairs.
• Lead responsibility for the operation and delivery pf the call centre service delivered through an external organisation.
• Management of contractor agreements and qualifications/quality assurance documentation.
• Financial management of repairs and maintenance budgets including the review, authorisation, and processing of contractor invoices.
• Monitoring housing and repairs performance including recording, analysis, and quarterly reporting of contractor performance indicators.
• Management of a Housing and Customer Service team

The Successful Applicant

The successful Interim Head of Customer Experience should be / have:

• Educated to Degree level or equivalent in relevant role
• 
  Experienced in a maintenance, supervisory or management role in housing and/or repairs
• 
  Good at building relationships externally and with internal customers
• 
  Competent in complaints handling
• 
  Confident in preparation of performance reports and statistics
• 
  Able to manage external contractors and contracts
• 
  Excellent verbal and written communication skills
• 
  Excellent IT skills particularly, Excel, Word, and competent user of Outlook
• 
  Financial management
• 
  Negotiating skills
• 
  Tenacity and attention to detail
• 
  Sound judgement and analysis
• 
  Excellent Customer Service
• 
  Strong Team Management ability
• 
  Self-motivated & excellent time management
• 
  Good at Planning & forecasting
• 
  Able to drive, willingness to travel and have access to a vehicle

What's on Offer

For the successful Interim Head of Customer Experience is a competitive daily rate, the opportunity to shape the Customer Experience in a leading property company, a supportive and inclusive work culture and an immediate starting opportunity based in North London.
We encourage all candidates who believe they could excel as our Interim Head of Customer Experience to apply today.