Assistant Director of Customer Experience

Two Rivers Housing; Forest of Dean; On-site; GBP 50,000 - 70,000; Full time

Job summary

A regional housing association in England is seeking an Assistant Director of Customer Experience who will lead the delivery of high-quality services focused on tenant needs. The successful candidate should have a strong background in customer service and safeguarding, alongside leadership experience. You will be responsible for championing a customer-centric culture and fostering collaboration and innovation to enhance tenant satisfaction. This role is ideal for someone committed to truly making a difference in the community.

Qualifications

• Strong background in customer service and safeguarding practice.
• Proven track record for developing your team and managing performance.
• Experience in building capabilities within areas of responsibility.

Responsibilities

• Lead and embed a culture of engaged and motivated colleagues.
• Oversee development of tenant feedback and customer insight.
• Influence and develop innovative solutions for tenant issues.
• Collaborate across frontline services for high-quality delivery.

Skills

Customer service

Leadership

Empathy

Problem-solving

Data intelligence

Job description

Come and make a real difference as our new Assistant Director of Customer Experience!

We’re looking for a senior leader who cares deeply about delivering a great customer experience for our tenants. In this role, you’ll help shape services so tenants feel listened to, respected and supported — and confident that we do what we say we will.

As part of our leadership team, you’ll inspire those around you people-focused, high-quality customer service every day. You’ll make sure tenant voices genuinely influence decisions, and that feedback leads to real improvements in how we work.

You’ll champion excellent customer service and safeguarding across the organisation, working closely with the executive team and other leaders to deliver our customer experience strategy and key customer-focused projects.

What you’ll bring to the team:

You’ll lead with empathy, confidence and clarity – empowering them to make decisions and deliver the best results for the families they support every day. Customer focussed, you’ll ensure that their needs are central to the delivery and improvement of our services.

You’ll have a strong background in customer service and safeguarding practice, with a proven track record for developing your team and managing performance. You’ll drive the team – building capabilities within your areas of responsibility.

What we’re looking for:

We’re looking for someone who can:

• Lead and embed a culture of engaged and motivated colleagues that put customers at 않고 heart of services.
• Oversee the development and management of opportunities for tenant feedback, customer insight and other data intelligence to support the development of responsive strategies.
• Influence, challenge and develop innovative solutions to address tenant and community issues that impact on tenants’ quality of life and improve our neighborhoods.
• Inspire the delivery of high performing, truly customer-focused services across Two Rivers Housing.
• Collaborate across frontline services with a focus on prevention and problem solving through the delivery of high-quality services to meet organisational and tenant needs.
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