Head of Customer Contact & Transformation

Head of Customer Access & Transformation (12 Month Fixed-Term Contract)
Hemel Hempstead, Hertfordshire £80,250 per annum
? 35 hours per week 12 Month Fixed-Term Contract

Help Shape the Future of Access and Deliver Strategic Transformation at Hightown

At Hightown, we're committed to delivering excellent services and creating positive outcomes for our customers and communities. We manage over 9,500 homes across Hertfordshire, Bedfordshire, Buckinghamshire and Berkshire, providing affordable housing alongside care and supported living services.

We're looking for an experienced and forward-thinking Head of Customer Access & Transformation to lead a major review and redesign of how our customers access our services. This is a unique opportunity to shape Hightown's future customer access model, drive meaningful organisational change and play a key role in delivering our corporate strategy.

As a member of our Senior Leadership Team, you'll work closely with Executive Leaders and colleagues across the organisation to develop a customer-focused, efficient and future-ready access offer, while leading wider transformation across Hightown.

What You Will Be Doing:

In this high-profile leadership role, you will:

- Lead a comprehensive review of Hightown's customer access arrangements, channels and processes.

- Design and develop a future customer access operating model that improves the customer experience and supports organisational priorities.

- Champion service excellence, customer insight and continuous improvement.

- Lead and coordinate strategic transformation projects across the organisation.

- Develop business cases, implementation plans and governance frameworks.

- Work collaboratively across departments to streamline customer journeys and improve outcomes.

- Help shape the technology and systems roadmap supporting customer contact services.

- Provide strategic leadership, advice and recommendations to senior stakeholders.

What We Are Looking For :

We're seeking a proven leader with:

- Senior leadership experience within a customer-facing, customer access, transformation or operational environment.

- Experience designing and implementing customer service operating models, access arrangements or service pathways.

- A strong track record of leading strategic projects, transformation programmes and organisational change.

- Excellent stakeholder engagement, communication and influencing skills.

- Experience using data, insight and performance information to drive service improvements.

- Knowledge of customer experience, accessibility, service standards and operational performance management.

- Experience with in social housing would be beneficial but is not essential.

Why Join Hightown?

At Hightown, our values of Empower, Respect, Inclusion, Compassion and Collaboration guide everything we do. We offer a supportive environment where you can make a genuine difference.

Benefits Include:

33 days annual leave including Bank Holidays
Annual performance bonus
Monthly attendance bonus
Access to onsite gym facilities
Training and development opportunities
Blue Light Card membership
Opportunity to make a lasting impact within a respected housing association

Ready to Make a Difference?

This is an exciting opportunity for an experienced transformation leader to influence the future of customer services at Hightown and deliver lasting improvements for our customers and colleagues.

Apply today and help us create a simpler, smarter and more accessible customer experience.

We will review applications on an ongoing basis and reserve the right to close the vacancy early