Head of Customer Voice

MMP Consultancy are working with a fantastic organisation to recruit a Head of Customer Voice to join them on Permanent Basis, in Kent.

Salary: 72,000 Per Annum

Key Responsibilities:

• Lead the service and change initiatives to ensure they achieve value for money.
• Ensure the service and team meets the regulatory consumer standards and key legislation on engaging and listening to residents.
• Be the customer voice champion for the organisation, being responsible for creating effective mechanisms for feedback, robust performance metrics, and identifying trends to identify areas for improvement and implement actionable solutions
• Lead on the development and communication of the Resident Strategy, working with the team to deliver the strategy, increasing the number and diversity of engaged residents and providing a range of involvement opportunities for residents, in ways that suit their needs, to shape and influence the services we deliver to them
• Ensure the service and team meets the regulatory consumer standards and key legislation on engaging and listening to residents.
• Research current thinking and approaches to customer service to aid continuous to service improvement.
• Ensure compliance with legislative requirements, policies and procedures.
• Developing and implementing innovative strategies to enhance the customer experience, ensuring that services are responsive, accessible, and exceed the expectations of diverse communities
• Ensure resolution of complaints through leadership of a specialist resolution team, and effective communication, while resolving complaints, driving high customer satisfaction, and implementing improvement projects based on lessons learned.
• Ensuring Complaints policy and process is compliant with the Housing Ombudsman code.
• Be responsible for the Annual publication of complaints performance and ensuring compliance with the Code and regulatory requirements.
• Identify trends and patterns in complaints to in from service improvements and policy changes
• Manage and learn from complex case process

Requirements:

• Proven experience of operating at a senior level within a customer service or housing environment. Demonstrable commitment to delivering high-quality service and improving customer satisfaction for residents
• Proven ability to lead, manage, and motivate a team, ensuring high performance and effective service delivery.
• Experience in customer insight, engagement, and service improvement.
• Experience of performance management and using analysis of qualitative and quantitative information to drive service improvements.
• Experience in undertaking detailed performance monitoring on key compliance metrics, analysing data to identify trends, strengths, and areas for improvement, and contributing to long-term planning and strategy development.
• Experience of ensuring compliance with legislative requirements, policies and procedures.
• Experience of setting and managing budgets to achieve value for money.
• Experience of applying equality and diversity principles and tailoring services
• Knowledge of regulatory requirements related to customer engagement and resident involvement