Director of Customer Experience

South Wales
Circa £100,000, plus benefits
12 Feb 2019
11 Mar 2019
Full Time
Organisation Type
Housing association / RP

This is an exciting time for Bron Afon as we embark on a programme of true transformation. We are looking for an inspiring leader, who can articulate and deliver a vision that provides quality homes, seamless customer service, and is one step ahead of meeting the needs of people living in the communities we serve. You may or may not have a housing background, but you will have a genuine desire to make a difference in the communities we serve and you will have considerable experience of providing first class customer service and value in a complex environment. The portfolio for this role is broad, and to succeed, you will need to very quickly familiarise yourself with the sector and build effective relationships with our stakeholders.

We are at the beginning of a journey and this is not a role for the faint-hearted. You will lead an ambitious programme focussing on improving customer experience, delivering value and ensuring our staff are supported to give their best. You will need to be resilient and focussed, with a strong leadership ethic that brings people with you. But it’s not all hard work as we enjoy what we do, we care for and support each other and we are determined to have fun along the way!

We are driven by our values and as one of the UK’s first community mutual housing associations our vision is to create flourishing communities where everyone has a quality home to live in and where people who need it are supported and encouraged. Customer insight and the whole customer journey will be critical to the delivery of this vision. You will have responsibility for the property and asset portfolio of around 8,000 homes. As a member of the executive team you will work strategically with a small, dedicated team and contribute to delivering Bron Afon’s vision, values, business plan and objectives and also achieving service excellence, high performance and operational efficiency.

If you’re looking for an opportunity to make a real difference in an organisation with a strong values base then please contact Kelly Shaw on 07900 363 803 or 020 3434 0990 for an informal discussion or visit

to download the recruitment pack.

Closing date: Monday 11th March2019 (9am)

First interviews: Monday 25th or Tuesday 26th March

Final interviews: Wednesday 10th and/or Thursday 11th April