The Assistant Director of Customer Experience is a pivotal new role sitting within the customer operations department, presenting the individual an opportunity to deliver housing management and customer service for all tenures through a range of customer facing and specialist teams. In this hands-on role, you will hold leadership responsibility for the customer contact centre, the allocations and on boarding service, service transformation, performance improvement and the complaints resolution service.
With a demonstrable track record of revolutionising customer service and a rich understanding of the housing sector this will be your chance to make service transformation real for all customer facing teams. You will inspire your teams by proactively optimising new IT systems, addressing gaps in skills and behaviours and implementing structural service improvements.
This role requires an accomplished leader who can demonstrate significant experience of customer service delivery (ideally within the housing sector), delivery of strategic projects, service improvement plans and delivering service transformation
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