Customer Experience Director THTC57738
Some people might think the Housing sector is a bit dull. That it’s just about signing tenancy agreements and collecting rent. That it’s not a very challenging environment to work in. That there aren’t big, complicated, strategic issues to worry about.
Issues such as trying to meet the needs of an unbelievably diverse customer demographic. Or working out how to help an ageing society to live long healthy lives at home. Or trying desperately to keep people in their homes whilst they struggle with crippling levels of personal debt and unreliable income from unstable employment. Or searching for ways to reduce the long list of people who are waiting for one of your properties to become available so that they might finally have a home they can call their own. Or deciding what to build and where to build it to make sure the right kinds of homes are available at the right time for the people who need them most. Or prioritising which services to develop first for those who need a bit of extra help. Or balancing efficiencies and operating surplus with the need to invest in maintaining good quality neighbourhoods. And, of course, all the regulations and guidelines and policies that need to be adhered to, all day, every day, in order to keep customers safe.
You want complicated? Our client does complicated. In spades.
Maybe you do complicated too. Maybe you worry about the kind of things they worry about. Maybe you believe that every human deserves a good quality home where they feel safe and secure. Maybe you can’t comprehend how a housing crisis could even exist, and that we - you - need to do something about it. Perhaps you enjoy wrestling with problems where one size never fits all; where you can always rely on the answer to never, ever be straightforward. Maybe you love working with customers that come in all sorts of shapes and sizes, with all kinds of personal needs, preferences and, on occasion, very serious vulnerabilities. You might care, a lot, about making communities and society in general, stronger, better, safer. Happier.
Maybe, hopefully, this is who you are. And if it is, our client would like to talk to you. Because what you believe in matters as much as what you can do.
Here’s the master plan: they want to make things better for their customers. Quickly. They’ll need your imagination, your planning and your execution, to make this happen. You’ll take the lead in making sure every single customer, every single minute of every single day, has an experience that works best for them. You’ll forensically study their customer demographic and their behaviours to inform the design of future products and services. You will defend and protect the integrity of their customer experience, never allowing them to fall short of their customers’ expectations.
What they need, in brief, is a truly brilliant Customer Experience Director. They’re not going to spell out what that means because if you don’t know, it’s unlikely you’re the brilliant Customer Experience Director they are searching for.
You’ll need heaps of relevant experience in doing this in other organisations, a lorryload of energy and a healthy dose of pace, because they can’t hang around. Their customers deserve better, right now, and they are very serious about not letting them down.
This won’t be an easy job. Social housing is really, really complicated some days. And really, really important every day.
But if you want a job that comes with a cast-iron guarantee that you’ll never have a dull moment, this is that job.
This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.