Head of Customer Service

Recruiter
Look Ahead Care and Support
Location
UK
Salary
Competitive
Posted
30 May 2019
Closes
09 Nov 2019
Ref
1142689663
Sector
Charity
Contract Type
Permanent
Hours
Full Time
Recruiting a Head of Customer Service to join our Customer Experience Directorate!
GBP 55,000 per annum, 35 hours per week, plus 25 days Annual Leave, Pension Scheme, staff discounts, healthcare and more.
Look Ahead Care and Support is a specialist housing association and provider of tailor-made care, support and accommodation services. Every year in 30 local authorities across London and the South East it supports more than 7000 people with a wide range of needs, including mental health, homelessness and complex needs, care leavers and young people.
We launched our Customer Experience Directorate last year and we are now looking to appoint to a new role of "Head of Customer Services" as part of our commitment to enhance our customer experience offer.
The Customer Experience Directorate incorporates our Safeguarding, QMS, Customer Contact Service Centre, Customer Insight, Reactive Repairs and voids, Volunteering, Co-production, Complaints and feedback, Customer services central audits, policy and customer facing transformation projects.
The Role:
As Head of Customer Service you will form part of Look Aheads Senior Management team reporting directly to the Customer Experience Director. You will be directly responsible for the managers and staff across a diverse range of customer service functions:
- Repairs and voids
- Customer Contact Centre
- Peer Volunteering and work placements
- Co-production and customer insight
As well as, strategic leadership responsibilities for customer service, customer insight, and customer engagement and co-production and the business and project lead for Central Service Customer services audits.
You will work in partnership with customers and colleagues to embed a truly customer- centric approach across the organisation; improve outcomes for customers and volunteers; model transparency and openness; and provide opportunities for customers to inform and influence the organisation.
You:
- A track record of customer services leadership within the housing, support or care sectors.
- Customer focused
- Strong third party contracts and performance management
- Inspirational inclusive leader, who can lead change and motivate others
- Commercially astute and driven by strong sense of social purpose aligned with Look Ahead's vision and values
The full job description and person specification is included below.
Recruitment Process:
The closing date for this role is 12th May and applicants must include a supporting statement of no more than 2 sides of A4.
Telephone interviews will take place on the 15th May and formal panel interviews will take place on the 20th May.
We are also recruiting to a Repairs and Maintenance Manager Position which reports directly in to the Head of Customer Service. We would like the successful Head of Customer Service to sit on the interview panel for this post which is scheduled to take place on the 28th May.
Please note that we have the right to close any vacancy before the advertised closing date if we have received a high number of applications.
If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.
Job Overview:
The customer Experience Directorate strategic vision, seeks to:
Excellence - Support Look Ahead deliver excellent services that exceed expectations. Excellence can only be achieved through a whole organisational approach to customer support
Aspiration - Provide opportunities, pathways and resources for customers to develop their full potential and recognise and celebrate their success
Trust - Create a culture of transparency and openness. Customers are critical friends and support and influence service and organisational performance. Look Ahead welcomes and responds to customer feedback and publishes customer insight and impact
Partnership - Our customers are our most important partners. In partnership with customers and staff we will develop a co-production framework and infrastructure. Customer will inform and influence organisational thinking and benefit from a diverse range of engagement opportunities.
The Head of Customer service is a key role in delivering the customer experience strategic vision. The Head of Customer Service responsible for leading the customer services department. This includes Look Ahead's Customer Contact Centre, responsive repairs, voids and post inspection service, volunteering, customer engagement, scrutiny, co-production, and customer Insight functions.
As a member of Look Ahead's Senior Management team responsible to supporting the organisation to deliver against it's business plans and provide leadership across the customer services department, Customer Experience Directorate and wider organisation
Key Responsibilities:
- Support the Customer Experience Director to develop and deliver the Customer Experience Business and operating Plans; taking the lead of designated projects and business areas
- Work In partnership will business leads across Look Ahead to ensure delivery of joined up and efficient services and maximise customer and outcomes and satisfaction.
- Promote and embed a culture of high performance, aligned to Look Ahead's values and behaviours, embedding customer related performance standards and ensuring key performance targets are achieved
- Implement and monitor delivery of key customer experience strategies covering customer contact centre, volunteering, co-production, customer insight and digital offer
- Put customers' voices at the heart of the business, using customer insight to shape and improve services across the customer directorate and wider business. Ensure customer feedback and insight is translated into actionable insight and recommendations for the wider business
- Support the Customer Experience Director to develop and deliver our customer involvement and scrutiny so that customers play a meaningful role in Look Ahead's business and their views are genuinely heard and acted upon.
- Work in partnership with the Customer Experience Directorate to develop and implement a customer services approach, standards and SLA's across the business.
- Lead on the development, implementation and delivery of the corporate services "Customer Services" Quality Management Framework and audit programme.
- Lead on the repairs and voids operating plan and budget- ensuring plans, risk and budgets are managed effectively and meet regulatory and statutory requirements
- Build and manage effective stakeholder and contractor relationships. Effectively contract manage repairs and voids contractors
- Formulate strategies, policies and procedures within direct areas of responsibility or delegation
This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead.
Person Specification:
- Customer focused
- Resilient
- Works in collaboration and strives for excellence
- Has drive, energy and passion to deliver the best results for customers
- Able to work flexibility in a changing environment
Skills, Knowledge and Experience:
Essential:
Experience
- Significant experience providing customer services leadership and embedding a customer-focused culture in the housing sector and or Customer experience
- Highly experienced leader, able to inspire and motivate others to deliver against challenging objectives
- Experience of leading diverse and multi-disciplinary customer focused teams
- Experience of Contractor/ supplier and contracts management and delivery under SLA's
- Proven experience of working collaboratively and in partnership with a range of internal and external stakeholders
Knowledge
- Experience in, or an understanding of the social housing and care and support sector and the legislative and regulatory context
- An understanding of effective customer engagement initiatives - experience of engaging with scrutiny and customer engagement channels; customers, executives and board members
Skills
- Highly effective communicator with Customers, Stakeholders, Senior Leader and Board members
- Excellent persuasive communication, negotiation and influencing skills
- Sound financial and commercial - acumen, including risk management- deliver value for money
- Strong project management, service improvement skills
- Writing and presenting reports and data to a diverse range of audiences
- Able to understand and own complex issues, identifying and implementing innovative solutions
Desirable:
- Experience and knowledge of property/ Repairs and maintenance services
- Track record in development of customer data/insight
- Experience of auditing/ assessing peer services and or Quality Management systems

Similar jobs

Similar jobs