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Head of Customer Experience

ema consultancy
Kidderminster, Worcestershire
£58,576 plus 10% car allowance (£64,433)
Closing date
15 Oct 2021

View more

Community and Customer Services, Housing / neighbourhood management, Tenant services
Head of services
Full Time
Organisation Type
Housing association / RP
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Job Details

There couldn’t be a better time to take on this key management role at Community Housing. A new Chief Executive, a new Chair, and a new corporate plan all make this the ideal moment to take stock and refresh how we work, to ensure that we have the right structure, talent and objectives in place to deliver the very best on behalf of our customers. But we aren’t starting from scratch. We have a track record spanning more than 20 years, so we want to harness that knowledge and expertise as we look forward to the next two decades, and beyond.

As Head of Customer Experience you’ll have the opportunity to make a direct impact on how we engage with our customers, ensuring a highly responsive service that accurately defines their needs and deploys the most appropriate resource. You’ll lead our Customer Contact Centre which plays the central role in initial contact with customers. Getting this bit of the process right sets the tone – it’s a crucial service. You’ll promote a ‘right first time’ approach, ensuring staff are trained to ask the right questions and collect the right information so that they can best respond to enquiries and requests. You’ll ensure that the service is effectively resourced, using data to identify peak demand times, and using performance targets to measure effectiveness. Making better use of digital engagement will be a key priority and you will also promote customer involvement in service design to ensure that we can deliver on the things that matter most.

You should already have experience of leading a customer service function, that utilises multiple channels to communicate and engage. The ability to establish positive relationships across the organisation and to develop an understanding of the practical challenges for different service areas will be key. Highly developed people / team management skills will be essential to ensuring consistency and quality of performance, that meets high levels of demand within a positive and collaborative team environment. 

Please visit the candidate site at for more information. Alternatively, you can call our consultants at EMA, Anne Elliott on 07875 762029 or

Ian Robertson on 07947 126329.

Closing date: 15 October (noon).

No agencies please.


ema consultancy is all about people – and the organisations they work in, and the organisations they lead.

We provide a range of services to ensure our clients attract, retain and develop talented people who match their values and culture.

We do this through a range of services, including pay and reward reviews, coaching recruitment for board and executive roles, learning and development support and structure recommendations following merger or other significant change.

You might need us as you are unsure of the best package to attract your next board chair, or perhaps as you are considering merger and need to understand what your ideal new employee structure should look like. You may be seeking support if a colleague has to take unexpected leave or a second expert opinion during difficult times such as disciplinary or employee relation issues. We can also offer quick turnaround upper and lower quartile benchmarking reports for individual posts.

Whatever you approach us for, you can be confident that we’ve been making a positive difference to our clients for more than 13 years. Contact us to see how we can make a difference to your organisation.

Find Us
01926 887272
13 Dormer Place
Leamington Spa
CV32 5AA
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