Deputy Director HR, Digital and Customer Service

CONTRACT ROLE

Exciting Opportunity for a Head of Customer Service / HR - Digital and Transformation (Director Level)
Working with a Large Housing group
Long term contract to permanent

Overall purpose of the job:

As a senior leader and key adviser to the Chief Executive, Cabinet, and Corporate Management Team, you will shape and deliver a housing vision that reflects the borough's aspirations and challenges. You'll drive innovation across HR, Customer Service, tenant engagement, and Digital- underpinned by strong governance, digital transformation, and resident experience.

Key responsibilities:

• Housing strategy, planning, and delivery

• Human Resources
• Digital outreach

Hybrid Position

Experience driving customer service best practice and complaint resolution. Ability to motivate a team with clear direction and leadership. Strong people management skills. Ability to build and nurture strong working relationships with colleagues and clients. Advanced IT Skills including planning software's .

Requirement

• Senior/Head of service role within a customer experience, customer resolutions and allocations within social housing - and ALMO experience is desirable
• Experience of social housing regulation and working within the Housing Ombudsman complaint handling code
• TSMs and increasing satisfaction
• Customer Excellence accreditation
• Working with the Board Member responsible for complaints
• Strategic oversight of delivering the customer experience and meeting the Consumer Standards relevant to the customer experience
• Working with Senior Leadership Team across SHP
• Providing assurance reporting and management information to Board, the Client and the executive team

Desirable for candidate:

• Excellent communication skills
• Strong interpersonal skill working with people at all levels
• Analytically skills to interpret data and monitor trends
• Strong customer focus and excellent telephone manner
• Leadership skills and the ability to motivate and develop staff

This role will be supporting new processes and working closely with management to achieve a strong and happy environment across the board.

If you would like to be considered please submit a CV or call 02073487000