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Head of Customer Services

Location: WEST LONDON, LONDON Salary: 18.00 - 25.00 GBP Per Hour
Sector: Business Support Job Type: Temporary
Shift Type: FULL TIME Applications: N/A
Posted: about 1 month ago Reference: 3226901
Reed are currently searching for an experienced customer servcie and project lead to join and lead a large housing association through transition based in the heart of West London.

This is a consultative project and the successful individual will help to implement and deliver a business change programme that focuses on improving customer experience.

Key Accountabilities of the role:

• To work with operational managers and their teams to deliver service improvements that have been identified using customer demand

• To lead on supporting the Housing Services management team to review, monitor, and improve services through a robust management team framework
• Identifying and defining process improvements and efficiencies

• Define, measure and analyze business processes and identify root cause problems that create business inefficiencies having considered customer demand

• Support the Housing Services Management team to meet and exceed our statutory and regulatory responsibilities, identifying any risk management and ensuring appropriate actions are taken

• Review and improve existing processes to increase efficiency and effectiveness across the business that drives up customer satisfaction

• Lead cross functional teams that gather information to evaluate current work processes and identify barriers and improvement strategies.

• Translate performance improvement into customer and financial benefits by working with members of the organisation in assessing, tracking and reporting the benefit of all improvement projects

• Develop simple systems and measurement to ensure improvements are sustainable for the long term

Key things we are looking for:
• Previous experience managing or developing a customer service project and delivering change to an organisation

• Strong understanding of excellence in Customer Service and improving the customer journey to be able to implement and maintain changes that have been driven by customer demand

• Must be able to demonstrate effective leadership skills: self-motivating and able to motivate others.

• Interpersonal skills in dealing with internal and external customers


• Flexibility of working hours to meet deadlines when appropriate

• Proven track record of making improvements with customer and financial benefits

• Strong analytic and project management experience working across functional projects, with an understanding of lean thinking

• Experience in Housing would be advantageous

If you feel you have all the key skills for this position and have worked on a similar project then apply now!


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