Group Director of Customer Experience

Job Title:
Group Director of Customer Experience

Contract Type:
Permanent

Based:
Across Argyll and Bute, Hybrid

This is an exciting time for the ACHA Group, as we continue our transformation journey which will fundamentally reshape how and what we do.

We are looking for an ambitious and dynamic individual to join our Senior Management team as the Group Director of Customer Experience, who will work with us to translate and implement this programme of change. Providing excellent customer services is at the heart of what we do and we are looking for a leader who will help revolutionise the customer journey provided by the ACHA Group, strengthening processes and procedures to create an engaging and expert customer experience which empowers staff to deliver excellence.

The Group Director of Customer Experience is accountable for the strategic leadership, and operational performance of the Association’s Customer Service Centre, Housing and Estate Management Teams, Care and Support Teams, Information Technology, Transformation and Business Improvement Teams, and ensures that all related policies, systems and processes follow best practice and regulatory compliance.

This is a permanent role which will allow you to work flexibility with home working and office working at any of our seven office locations in Argyll and Bute (Helensburgh, Dunoon, Oban, Lochgilphead, Campbeltown, Islay and Rothesay).

Argyll Community Housing Association provides 5195 affordable homes for rent, houses over 10% of the population of Argyll and Bute and employs around 270 staff. The Association covers an area of outstanding natural beauty with more than 3,000 miles of coastline, which is one of the largest and most sparsely populated areas in Scotland and has a population of 88,050 scattered across an area of nearly 2,700 square miles.

ACHA has housing stock in the six main towns, 13 inhabited islands and most villages throughout the region.

As an ACHA Group employee you will enjoy a fantastic range of benefits including;

• 25 days annual leave (which increases with time served) and approx. 12 public holidays
• A paid day off for your Birthday every year
• Strathclyde Pension Fund or Now Pension Scheme Membership
• Health Shield Cash Plan
• Breeze (which includes 24/7 GP access, wellbeing support and great employee discount perks)
• Group Life Assurance
• Flexible & Hybrid Working
• Enhanced Maternity and Sick Pay Benefits
• Cycle to Work Scheme
• Holiday Buy and Sell Scheme
• Tusker Car Scheme
• Access to Aviva Digi Care+

This post requires

• Basic Disclosure Scotland check
• Full UK Driving Licence
• Access to a vehicle insured for business use

This is a great opportunity for an ambitious and innovative leader who enjoys a challenge and will join us in motivating, inspiring, coaching and leading our people in what is an ambitious and challenging transformation agenda.

Closing Date: 12 noon on Friday 20th November 2026