Your new company
A unique opportunity is available for an experienced Head of Customer Service (Voice) is available working for a reputable Housing Association based in the Sevenoaks area. The role will be to lead the strategic direction and delivery of resident involvement and handling of complaints and complex cases across the organisation. This is a permanent role offering hybrid working and a wide range of employee benefits.


Your new role
As Head of Customer Voice, you will lead the delivery of a customer-centric service that focusses on understanding and enhancing the customer journey, while ensuring effective performance of service delivery and providing assurance of achieving high tenant satisfaction across West Kent. You will ensure the customer''s voice is at the heart of the organisation, driving strategic decisions and service improvements based on customer insights and feedback.

You will also be responsible for leading how we deal with complaints, ensuring we are compliant with the Housing Ombudsman Code, as well as ensuring we learn from our mistakes and improve our services.You''ll lead a talented team and work closely with senior leaders to deliver improvements to services in conjunction with our customers.

What you''ll need to succeed
In order to be successful, you must have previous experience of operating at a senior level in a customer service role, managing a large team or functioning ideally within housing, government services or an organisation that liaises closely with tenants and the housing Ombudsman.
You will have direct team management experience, be able to understand customer insights, engagement and service improvement with a heavy emphasis on ensuring compliance with legislative requirements, policies and procedures, and experience of setting and managing budgets.

Other experience includes having a strong data-driven mindset, an analytical approach and being able to analyse KPIs and SLAs, and managing escalated complaints (stage 2) and maladministration with the Ombudsman.

What you''ll get in return
In return, you''ll be offered a permanent role paying -72,000 with hybrid working, 2 days in the office in Sevenoaks, 3 at home, 37 hours a week 8.45am - 5.15pm Monday to Thursday and 4.45pm finish on a Friday. You will have a generous pension, life cover, health care plan, flexible leave package including 3 extra days over Christmas.


What you need to do now


If you''re interested in this role, click ''apply now'' to forward an up-to-date copy of your CV, or call us now.
If this job isn''t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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