Head of Customer Experience

Rochdale, Greater Manchester
12 May 2021
23 May 2021
Head of services
Full Time
Organisation Type
Housing association / RP

RBH is at the heart of the local community here in the towns and villages of Rochdale Borough, and we’re proud to be a pioneering mutual housing society in the home of co-operation. We're proud of how our tenant and employee members have come together to face the challenges of the pandemic, and to provide support to those in our communities who need it the most.

Over the past year, we've seen the importance of our strength and resilience. Throughout the challenges of COVID-19, we continue to deliver our ambitious plans to help us to provide the right mix of new and existing quality homes across the Borough. We continue to ensure our tenants at all stages of life can thrive and succeed. We continue to improve the way we work, making sure that we deliver the services our customers value.

At the heart of this resilience are our tenant and employee members – working together to genuinely build back better from the pandemic, tackle the key sector-wide issues of decarbonisation and building safety, and make sure we're ready for the new challenges that 2021 and beyond will bring.

If you share our values and our commitment to Rochdale Borough, we’d love to hear from you!

Reporting to the Director of Customer and Communities, as Head of Customer Experience you will have an exciting opportunity to lead on the development and delivery of a proactive customer experience strategy designed to deliver exceptional levels of customer service to our diverse customer base.

You will be responsible for leading and developing the customer contact centre, along with our customer complaints service and our engagement function.

The successful candidate will have experience of delivering a multi-channel customer experience and an awareness of the latest technology available to deliver our channel shift strategy. A strong stakeholder manager, you will ensure that customer insight and performance indicators are used to challenge ways of working and streamline processes to deliver operational efficiencies.

You will be an inspirational people manager, able to build strong relationships, demonstrate innovation, communicate complex issues effectively to a wide variety of audiences, and promote a customer first culture.

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