SALARY: Competitive

HOURS: 36 hours per week

CONTRACT TYPE: Permanent

Clarion Housing Group is the country's largest housing association with 125,000 homes nationwide. Primarily, we're a social landlord, providing affordable homes overwhelmingly for people who can't meet their housing needs on the open market. We're also a property development company, a charitable foundation and a repairs and maintenance service, and by 2040 Clarion will be the undisputed leading housing group for good quality, fit for purpose, well-managed and sustainable private rent homes.

In the Development side of the business, within Clarion's Customer Experience Directorate, we are focused on ensuring the customer receives the best service and experience with us. Responsible for private and shared ownership customers, we drive a seamless experience at each touch point of their journey with us, from their initial enquiry about their new potential home, sales progression, right through to moving into their new home and during the defect warranty period. Working collaboratively with other departments to ensure customer care and quality of our product and service is paramount.

To ensure we meet these challenges, we're looking to appoint a Head of Customer Care to challenge and empower our teams to create more value for our customers and our business. You'll champion the customer, and create and manage the strategy to deliver the best in class customer experience, ensuring the brand is consistently represented and delivered.

Reporting to the Director of Customer Experience, we'll look to you to drive the Customer Experience Teams to deliver against the business objectives with a strong team culture and efficient working practices, and with the customer as the main focus. You'll be required to enhance our policies and procedures, set service standards and embed new ways of working which drive efficiency to deliver the best experience for our customers.

You'll be responsible for the creation of the Welcome and Occupational Strategies, evolution of the Home User Guides, Home Demonstration experience and ensuring the teams work well together making our customers feel special and valued.

Other responsibilities include:

• Establish new teams and ways of working

• Use of customer data to drive improvements

• Manage escalated complaints from Board members, MPs, Councillors and other high profile escalated issues

• Management of a Customer Care budget

• Work closely with Delivery Quality team to ensure timely resolution of defects

You'll have proven experience in customer experience and setting strategies for delivering a great customer journey and service, with strong project management skills and an ability to work collaboratively across departments. You'll have excellent people management skills and be able to build effective teams. You'll be adept at thinking outside the box and challenging the norm with a strong attention to detail and an eye for improvements.

If you're a customer focused leader, with a passion for delivering change and the experience of managing diverse teams located in different locations, we very much look forward to hearing from you.

In return, we offer a highly competitive salary and car allowance, and benefits including a defined contribution pension matched up to 7.5%, and generous life assurance.

For full details of this vacancy you can download the role profile here - Head of Customer Care

Closing Date: Wednesday 11th November at midnight

In the event that we receive a high volume of applications, we reserve the right to close this advert early. We therefore encourage early applications.

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship.