Director of Customer Experience

Circa £125,000-£130,000per annum plus car allowance of £5484,34 days leave rising to 39daysandhealth cash planfrom £1140+

Permanent,full-time(37.5hpw)

National role with regular travel and hybrid working

First impressions count, and so do lasting ones! As our Director of Customer Experience, you'llleadour evolutioninhow we listen, involve and deliver for our customers,setting thestandardsthat influence our whole organisation and thesector. You’ll champion inclusive and meaningful customer involvement, broaden and diversify voices, strengthen governance, and use insight and technology to drive smarter decisions.

You’ll be thedrivingforce behinddeliveringcustomer-focused strategies, ensuring we stand out and shine as an organisation that goes above and beyond to deliverexceptionalcustomer experienceacrossevery part ofour services. We're not just looking for a leader; we're looking for a visionary who’ll help our customers feel heard, valued, and cared for,making a lasting impact.

• Lead our customer experience strategy,settinga boldvisionand delivering exceptional, seamlessend-to-endjourneysthat push boundaries and keep
  
  Home Group at the forefrontofcustomerexcellence.
• Drive consistent,high-qualitycustomerservice across allour regions through strong, clear and expert leadership.
• Use customer insight to shape priorities, improve services, drive engagement and focus on what truly mattersmostto customers.
• Collaborate withour
  
  Board, Executive, and Senior Management teams to guide customer experience strategies, making informed, impactful decisions.
• Foster a continuous learning environment, using customer feedback to improve services and setting clear standards aligned with our Customer Promise.

You’llshape sector‑leading customer experience, influence decisions at the highest level, and lead talented teams in a culture built on customer insight, listening,innovationandcontinuous improvement. You’ll make a real impact on customers’lives while helping set new standards across Home Groupand the wider housing  part of one of the UK’s top 10 Great Places to Work!

• Outstandingleadership skills and a strategic mindset, capable of inspiring change and driving customer service excellence in a complex,heavilyregulated environment.
• Extensive experience in leading high-performing customer service teams within the sector, with a successful track record in strategic planning and delivery in consumer-focused sectors.
• Experience of managing large-scale contactcentres and leveraging digital innovationssuch asAIto enhance customer experiences.
• Commercial acumen, skilled in financial management, budgeting, and understanding core business metrics to drive organisational success.
• Exceptional people management abilities, inspiring and embedding a high-performance culture, unafraid of making tough decisions or having challenging conversations.
• A strong communicator and influencer, adept at aligning teams with our mission, strategy, goals, values, and customer promise, ensuring everyone is moving in therightdirection.

We welcome applications from everyone and are especially keen to hear from people currently underrepresented in our workforce including people from ethnic minority backgrounds, those who identify as female, LGBTQ+ orwhoare disabled.

• Flexible hybrid working (basedfromany of our national offices) with regular travel to the North-East,where our Head Office is based and working from hometoo.
• You’ll work Monday to Friday.
  
  Our corehoursare
  9.00 am to 5.30 pm with flexibility built in.
• A full current driving licence as you’ll work and travel on a national basis and will be provided with a car allowance as part of your remuneration package to do that.
• You'll need an Enhanced DBS check which we'll pay for.

• 34 days leave, rising to 39 (this includes bank holidays and a “me day”).Theoptionto buy 5 more each year
• Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more
• Matching pension contribution (up to 7% and life insurance of 3x basic salary)
• 800+ discounts on shops, holidays, days out, tech and more
• Work your way with flexibility to balance life and work

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