Executive Director - Customer

High Wycombe
Remuneration: £135,000 + benefits
24 Mar 2021
16 Apr 2021
Full Time
Organisation Type
Housing association / RP

Paradigm Housing Group is one of the South-East’s leading housing providers, managing over 15,000 homes across 30 local authorities with a turnover of £130m. Headquartered near Beaconsfield, we are both a charity and a registered provider of social housing, employing over 450 people. We have a clear and ambitious view of where we are as an organisation and where we want to get to. We are about to publish a new 5 year Corporate Plan that sets out our targets for increasing customer satisfaction, supporting our most vulnerable residents and digitising services.

We truly believe that this is a very exciting time to be joining Paradigm. Our objective is that Paradigm should be an exemplar organisation in our sector and our new Corporate Plan sets out our increased emphasis on delivering excellent services. 

We are looking for a new Executive Director to champion the entire breadth of the customer agenda across the organisation as well as lead one of the largest areas in our business, comprising our Customer Experience and Contact Centre teams as well as the end to end Housing Management function. Our new Executive Director - Customer will have a significant strategic impact in digitising and reshaping our core services, devising new models for service delivery that take full advantage of our business transformation programme and new IT systems. With a remit that includes directing how we gather customer insight and distil it into clear and targeted actions, you will have the opportunity to have a real and lasting impact.

You should be an ambitious, ‘can do’ individual with a background in customer facing operations, with the skills to provide the overall direction and vitally be able to translate strategy into action. You will be committed to ensuring that our approach to engaging residents and delivering services is consistent with both the letter and the spirit of the principles set out in the Social Housing White Paper, the Together with Tenants Charter and the new NHF code of governance.  You will know what risks and opportunities might be coming over the horizon and helps us create an environment where our services and culture are truly customer led. You will be comfortable setting a course for success in an ever-changing environment, balancing your drive for achieving the aims in our Corporate Plan with your skills in teamworking and communication across and through the business.

This is a great opportunity to join us at a time when you can have a real and personal impact on determining our future direction. At Paradigm, whilst we work hard, we offer an attractive range of benefits and encourage everyone to grow with us. We welcome applicants from all sections of the communities we work in.

For further information click Apply and for a confidential conversation, please call our advising consultants at GatenbySanderson:  Simon Wing, Rosie Gunn or Duncan Ewart on 07471 037 071 or 0207 426 3998. 

Closing Date: Friday 16th April at 12 noon.

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