Head of Customer Services & Business Support
- Employer
- Greenacre Recruitment
- Location
- Cornwall
- Salary
- £59,973 to £73,298 per annum
- Closing date
- 26 Aug 2022
View more
- Function
- Community and Customer Services, Executive & Senior, Senior management
- Seniority
- Head of services
- Contract
- Permanent
- Hours
- Full Time
- Organisation Type
- Local authority
Job Details
Head of Customer Services & Business Support, Cornwall Housing
Location: Bodmin, Cornwall (agile working available)
Salary: £59,973 to 73,298
Duration: Permanent
Following the successful appointment of the new MD at Cornwall Housing, we are now turning our attention to recruiting 3 new Heads of Service, one of which is the Head of Customer Services & Business Support.
Change is happening at Cornwall Housing Limited (CHL), and this is demonstrated by the recruitment of a new executive team who bring considerable experience of delivering excellent housing services. Together with the Board, Corserv and Cornwall Council there is a real commitment from the new leadership team to deliver housing services that are not just fit for purpose but are innovative and truly reflective of the needs of the local residents in Cornwall. The next stage of the journey is to recruit to the Head of Service roles. Cornwall Housing are looking for people who are experts in their fields and will deliver great services that are not just safe and in line with legislative standards but go beyond this to meet needs and exploit the focus on the housing white paper to drive customer satisfaction. They need people who can de-escalate problems and find solutions, who love working with local residents and who genuinely want to deliver great and enjoy having the freedom to put solutions that work into action. You will need to build your team morale after a period of prolonged change and be resilient as there are many things that are needed to be improved upon. In return you will be supported to be the best that you can be and be part of an organisation that is definitely on a journey.
What will you do in the role?
- To lead, manage, organise and develop business support services including Customer Contact Centre, Tenant Engagement, Communications, Health & Safety, Risk, Information Governance, Human Resources and IT Support Services
- To ensure the alignment of these to the strategic direction of the Company.
- Supervise and control the delivery of own services to ensure optimal and efficient use of resources and that all relevant professional, legislative and policy standards are met
- Lead, develop and motivate managers and teams carrying out diverse activities across functions to ensure a positive climate and the achievement of service objectives
- Coordinate, as appropriate, Project Management resources to support project-based work across the Company.
- Lead on, and work with managers across the Company to maintain oversight of, risk management strategies, practices and policies
- Lead, develop, co-ordinate and support company performance management processes, to ensure robust information is available, analysed and utilised to assist in performance improvement.
- Own the development and implementation of the web-based Tenant Portal and be responsible for the continuous improvement and updating of the Company website.
- Coordinate the Governance & oversight of strategies, policies and standards across directorates to ensure enhanced service delivery and continuous improvement. Contribute significantly to the development of strategies and plans for the wider company
- Lead on the repositioning of the Customer Service Centre and development of Communications strategies, practices and processes for the company to ensure all stakeholders are fully informed and engaged.
- Maintain an effective complaints and enquiries facility to deal timeously and effectively with all such enquiries as they enter the Company.
- Lead on development and implementation of a digital/social media strategy Lead the development of company-wide customer and tenant engagement strategies and policies to support the objective of placing customers at the heart of our service delivery
Who would excel in this role?
- Someone who has enjoyed a successful and consistent achievement in a senior leadership position – preferably at Head or Assistant Head level.
- A confident, strategic thinker, with the ability to operate confidently at a senior level, with clients and stakeholders and give expert advice and constructive challenge to influence operational and strategic decision making.
- Someone with the ability to develop and deliver effective customer focussed strategies using traditional and new channels.
This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business.
Company
Greenacre is a specialist recruitment business, operating across property services and asset management (public and private sector), housing services, registered care, development and regeneration and interim and executive level housing. We partner with a number of RPs, Local Authorities and ALMOs and we have begun to build strong links with maintenance contractors and consultants that supply to the social housing sector.
We marry expertise and excellent customer service with a straightforward and honest approach that produces quality outcomes faster and easier. We work beyond the average recruitment remit, providing a bespoke service which puts our customers first.
We believe our track record speaks for itself. Our founders remain deeply involved in the development of the company, which is reflected in our consistency, strong company values and our disposition to be innovative, yet considered in our approach.
- Website
- http://www.greenacre-recruitment.com/
- Telephone
- 01462 429750
- Location
-
100 Hermitage Road
Hitchin
Hertfordshire
SG5 1DG
GB
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