Director of Customers - Manchester, United Kingdom - One Manchester

Description

One Manchester owns and manages over 12,000 homes in central, south, and east Manchester. The organisation has one main purpose: to provide good quality homes, great services, and real opportunities for their customers and communities.

The organisation prides itself on putting people at the heart of everything they do. They are constantly evolving as a business to ensure they are supporting their customers and communities. One Manchester focuses on improving the communities they serve by offering a range of services, including employment opportunities, building new developments, and ensuring their customers have safe homes to live in.

This is an exciting opportunity to join One Manchester as their Director of Customers. Reporting to the Chief Experience Officer, the successful candidate will be responsible for leading, developing and providing overall strategic direction and operational management for the Customer Function.

Some responsibilities include:

• Lead, develop and provide overall strategic direction and operational management for the Customers Function.
• Translate business strategy and priorities into functional and operational plans and business improvement initiatives through to delivery across our business.
• To support the Head of Communities to implement holistic neighbourhood plans that maximise social impact for customers and support thriving communities.
• Develop and lead an effective and efficient multi-disciplinary Customer Resolution Centre offering a best-in-class service committed to resolving issues at the first point of contact.
• Have overall responsibility for the Contact Resolution Service (CRC) and specialist services (allocations, income collection, community safety, greenspace and facilities).
• Ensure that the Customer Resolution and Customer Experience team work in collaboration with all business functions, consistently delivering great end-to-end customer experience.
• Lead and shape the tenancy management of shared ownership, rent to buy and market rent customers ensuring compliance with tenure specific legislation, regulatory requirement, internal policies and procedures and income targets.
• To have strategic oversight to ensure the collection of £60m pa rental income and the recovery of any existing or former tenants' arrears.
• Ensure complaints and complex queries are resolved within agreed timescales and in line with regulatory requirements.
• Use customer data to identify opportunities where service provision can be tailored to meet the needs of different customer groups.
• Ensure that the voice of customers is heard in the development of plans and in the on-going scrutiny of service performance and outcomes.
• Work closely with the Director of Homes, so that customers receive a seamless service response across customers and homes functions, with a focus on the customer experience.
• Inspire and motivate colleagues to deliver the operational plan, the achievement of objectives and the desire to continually develop.

One Manchester is looking to appoint a senior leader who has the following attributes:

• Track record of running an efficient customer-facing social housing service in neighbourhoods with high customer service levels.
• Strong experience of developing and implementing successful Customer Involvement Strategies to ensure high levels of customer and leaseholder involvement.
• Ability to work collaboratively and build successful working relationships with all key stakeholders and partners to achieve community and neighbourhood regeneration.
• Experience of providing high-quality, responsive and value-for-money tenancy management and related services.
• A motivational leader experienced in building high-performing teams and developing a customer-driven performance culture.
• High levels of IT literacy and experience of harnessing advances in technology to change ways of working.
• Studying for or achieved CIH Level 4 would be desirable.
• Demonstrable communication skills, able to produce quality materials, and confident presenting and influencing skills.

If you are interested in hearing more about this opportunity, please get in touch with one of our consultants at Neemar Search.

Tom Neely

Director

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Eliot Jeffries

Associate

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