Head of Customer Excellence

Nationwide

£85,108 + £4,000 Car Benefit

Greatwell Homes is looking for an inspiring and customer‑focused leader to drive excellence across Customer Services, Complaints, Customer Involvement and Community Investment. In this key role, you’ll shape strategy, ensure regulatory compliance and deliver high‑quality services that reflect the needs of our customers and communities.

Does that sound like you? If so, keep reading about this exciting opportunity.

What you’ll be doing

* Lead customer excellence, complaints and involvement services.

* Ensure compliance with the Transparency, Influence & Accountability Standard and Housing Ombudsman Code.

* Oversee TSM surveys and customer insight to drive continuous improvement.

* Manage budgets, risks and governance across the service areas.

* Improve KPIs and customer satisfaction through data‑driven decision making, making use of multiple sets of data to gain insight into customer trends and behaviours.

* Provide visible leadership and support an inclusive, customer‑centric culture, co-ordinating the businesses' social value activity.

* Leading on place shaping for the organisation.

About you

* Strong leadership experience in customer‑facing environments.

* In‑depth knowledge of the housing sector and regulatory landscape.

* Skilled in complaints management, customer engagement and performance improvement.

* Able to influence stakeholders and drive positive change.

This role is a home based role with occasional visits to the office in Wellingborough when required. Interviews will be held in person at our Wellingborough office on 17th and 18th March 2026.

About us

At Greatwell Homes, we own and manage around 5,000 homes with a £23 million turnover, and our mission is to “partner with customers and communities to shape places people are proud to call home.”

We’re proud to be a progressive, forward-thinking housing association, committed to delivering excellent services for our customers and a great working environment for our colleagues