Head of Customer Channels

Are you passionate about creating exceptional customer experiences? Do you thrive in a dynamic, innovative environment? Were on the lookout for aHead of Customer Channelsto lead our customer service transformation and make a real impact that could be right up your street!

So,whats this role all aboutthen?

As our Head of Customer Channels, youll be the driving force behind our Customer Service and Complaints Service. Youll lead a talented team to deliver a customer-obsessed service that exceeds expectations. From overseeing new technology programs to ensuring seamless customer interactions, youll be at the heart of our mission to make it easier to be a YH customer.

This role is pivotal in driving us to provide the best possible service to our customers. By leading customer service transformation, optimising processes, and fostering a customer-obsessed culture, this role directly contributes to YHs overarching goal of being the UKs best housing provider.

Exciting stuff, but theres lots to be done, here are some of thekey responsibilitiesfor the role:

Mentorship & motivation:youll guide and support a team of customer-obsessed colleagues in the Customer Experience Centre (CEC) and Complaints teams. Youll provide ongoing coaching and performance feedback to empower team members to excel and achieve both individual and team goals.

Enhance interactions & optimisation:Youll be responsible for the implementation of innovative solutions to improve customer interactions across all channels, including phone, email, chat, social media, and self-service portals. All while looking for service improvements!

Data-driven decision making:Utilise lessons learned data, root cause analysis, and insights to drive strategic decision-making and prioritise initiatives that enhance customer satisfaction. Youll help empower the voice of the customer, youll ensure mechanisms for feedback and robust performance metrics to identify areas for improvement.

Optimising tech:Drive the adoption of contact centre technologies to improve efficiency, productivity, and overall customer experience. Youll also set the direction and define requirements for the telephony transformation program.

Performance monitoring:Establish and maintain key performance indicators (KPIs) to measure the effectiveness of customer contact operations. Monitoring performance metrics such as first contact resolution, service levels, and customer satisfaction scores, youll develop action plans to address areas of opportunity.

Resource management:Manage an effective and efficient 24/7 multi-channel customer contact operation, including demand forecasting, resource scheduling, and equipment maintenance. All while promoting a positive working environment and championing our YH culture.

Stakeholder engagement:Lead presentations and discussions with senior leadership, the YH Board of Governors, committees, and customers. Youll provide regular updates on key initiatives, performance metrics, and customer feedback.

What youll bring:

• Extensive experience in a customer service leadership role
• Proven track record of delivering customer service transformation projects
• Expertise in motivating and coaching teams to achieve outstanding results
• Strong knowledge of contact centre technologies and omni-channel capabilities
• Ability to analyse data and drive evidence-based decision-making
• Passion for delivering the best service and outcomes for customers
• Outstanding communication and interpersonal skills
• A Level 4 Certificate in Housing regulated by Ofqual or equivalent or be willing to work towards.
• Up to date knowledge of ombudsmen and regulatory requirements
• Expert knowledge of technology and all available contact channels and how to implement andoptimisetheir capability to provide customers with a range of options to suit their communication preferences

Full details of the role and requirements can be found on the attached Role Profile.

Were asking for a lot, so whats in it for you?

In return, we offer a salary of£79,500per annum plus£2,000car allowance for a 35-hour week, 28 days annual leave (rising annually to 30 days) plus Bank Holidays.

We also work (truly) flexibly, and believe work is something you do, not somewhere you go.

But thats not all. We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where well match your contributions up to 9%, just to name a few.

Our peoples health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.

So, now youre really interested?

At YH, were actively building a work environment thats inclusive and diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.

If you require additional support with your application, please contact our recruitment team.

The fine print

The closing date for applications will be13.10.24but we might close it early if we get lots of fab candidates, so dont wait around!

Pssst If youre an internal applicant, you must inform your current line manager that youre applying for this outstanding opportunity!

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