Head of Customer Engagement - Reed : Job Details

• Job Type: Interim
• Location: London 
• Salary: £500-£700 per day inside of IR35

We are recruiting on behalf of a large housing association, the UK’s largest provider of affordable housing. This role is pivotal in ensuring that the voice of residents is heard, shaping service design, and improving service delivery through effective management of customer feedback and complaints.

Day-to-Day of the Role:

• Lead the Group Customer Engagement Strategy, ensuring effective communication and engagement with customers.
• Manage and resolve complex customer service issues, including complaints and feedback, ensuring timely and effective solutions.
• Develop and implement relationship management plans for key accounts at both local and national levels.
• Coordinate with various internal and external stakeholders to ensure a two-way flow of information and resolution of issues.
• Lead and develop an exceptional omni-channel customer complaints experience.
• Set performance objectives for the team, ensuring accountability and taking corrective actions as necessary.
• Ensure compliance with relevant external regulatory codes and internal policies to minimise business risk and protect the association’s reputation.
• Manage significant operational areas and support the annual work plan for the Customer Committee.
• Develop and deliver budget plans with guidance from senior colleagues.

Required Skills & Qualifications:

• Experience within a Regulated organisation leading on change is key for this role. 
• Proven success in performance management and leading teams through change.
• Strong experience in leading and managing an operational team to deliver excellent customer service.
• Demonstrated ability to set and deliver budgets.
• Experience in developing and delivering customer engagement strategies that result in measurable improvements.
• Deep understanding of the sector environment, including relationships with regulatory bodies like the Housing Ombudsman.
• Significant experience in managing a customer services function related to complaints, driving customer satisfaction, and effectively managing dissatisfaction.
• Comprehensive knowledge of housing law and regulations related to managing complaints and engaging customers.
• Strong analytical skills and problem-solving abilities.
• Desirable: Experience managing a complaints service within a regulated environment and understanding of the social housing sector.

Benefits:

• Opportunity to work in a leading social business committed to housing and community development.
• Professional development opportunities and support.

To apply, please submit your CV detailing your relevant experience and why you are interested in this role. Please contact Mel Applin @ Reed for further details