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    Customer Experience - Nottingham, United Kingdom - Nottingham Community Housing Association Ltd

    Nottingham Community Housing Association Ltd
    Nottingham Community Housing Association Ltd Nottingham, United Kingdom

    1 week ago

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    Description
    Head of Customer Experience
    At NCHA, we're clear about what matters - delivering for our customers, being lean and building operational excellence.

    We have an exciting opportunity for a visionary and dynamic professional, who is strategically and operationally sound in a customer contact environment to join us as our new Head of Customer Experience.

    The main purpose of this role is to deliver the strategic and operational ambitions of NCHA's Customer Experience team.

    As the Head of Customer Experience, you will define what excellent customer service looks like for the organisation through the delivery of challenging but achievable targets; Other key aspects of the role will include resource planning and management and taking a positive and proactive approach to building strong teams.

    You will also design and roll out training programmes for new and existing colleagues to support the embedding of updated standards, and work with wider NCHA teams to embed processes for activities that impact effectiveness of an excellent customer experience.

    We are looking for someone who believes good quality housing is vital.

    We are looking for a leader who can address customer feedback and implement positive changes across the Customer Experience Service.

    As a customer advocate you will always look at how to achieve quality solutions for everyone. Having an innovative and adaptable persona will enable you to implement the necessary changes to processes, systems and training; Significant management experience at a strategic level with an established record of delivery of a quality multi-channel customer contact service in a large organisation
    Experience in performance management and developing teams to a very high standard
    Knowledge of contact centre software solutions
    This role is 35 hours a week working Monday to Friday with a flexible approach to hybrid working.
    Interviews will take place at our office in Edwinstowe on 20th May 2024.

    As an Equal Opportunities and Disability Confident Employer, NCHA welcomes applications from all suitably qualified candidates including those from Black, Asian and minority ethnic groups and disabled candidates.

    As part of our LGBT Allies Programme, we also welcome applications from members of the LGBT community and encourage inclusivity in the workplace.

    Male Support Workers are currently under-represented in this area and we particularly welcome suitable applications.
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