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 www.jointhetchgteam.co.uk 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.