Head of Customer Improvement

Farringdon, EC1N
£60,000 + Benefits
10 May 2019
24 May 2019
Head of services
Full Time
Organisation Type
Housing association / RP

Head of Customer Improvement

London, Farringdon



About Us

Metropolitan Thames Valley Housing is one of the UK's leading providers of affordable housing and care and support services, employing over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.

Through People Powered Living we are committed to developing homes that people enjoy living in and we are dedicated to delivering outstanding customer service throughout the customer journey.

This role

The Head of Customer Improvement is a new role in the Development Directorate which will implement the Customer Care plan and drive the change that will deliver our vision whilst influencing customer service improvement at every stage of the journey.

The Head of Customer Improvement will lead their team to work collaboratively across the organisation to fully embed our new developments with our property and housing colleagues.

Lessons learnt and customer feedback will be analysed by this team to identify potential service improvements.A programme of improvement will be delivered by the team as part of a 5 year plan.

What you'll need to succeed

You will have energy, drive and fantastic leadership skills.You will be passionate about achieving the vision for the future of our Customer Care services as we dare to become ‘best in class’.

You will be a confident senior leader who is enthusiastic about customer service and loves working with people.You will have extensive experience of project management and process development and the ability to influence senior colleagues and our external partners to constantly improve customer services.

What you'll get in return

In return, you will be exposed to the fast-paced environment where you can benefit from our comprehensive in-house training to continue developing and utilising your skill set.

We offer great benefits, in addition to generous holiday entitlement we provide:

  • life assurance with a matched contribution (up to 12%) pension scheme

  • enhanced maternity, paternity and adoption leave

  • salary sacrifice schemes and season ticket loans

  • eye care scheme

  • plus lots of voluntary benefits including cash back and discounts from high street names

What you need to do now

If you're interested in this role, take a look at the attached Job Description for more details and if it’s the ideal job for you, click 'apply now' to forward an up-to-date copy of

your CV, or for more information call us now on 0203 5353 611.

Interview date: 4th of 5th of June

Our promise
All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment,

marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

"We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal

opportunities for all applicants enabling them to fulfil their potential and realise their aspirations."

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