GreenSquareAccord provide social housing for over 25,000 households across the Midlands and South West. They also provide a range of additional services for customers that need further support including care, money advice and coaching.
GSA are dedicated to building better lives for their customers to ensure that people in their communities can thrive. Their mission is to create a customer-centric culture, improving services and investing in local communities.
As the new Director of Customer Experience, you will play an integral role in ensuring that the customer is at the heart of everything GSA do, working with your team and with colleagues across the business to drive a customer-centric culture. This is an amazing time to join GSA, in the midst of the 2023-28 strategy with big ambitions for improvement and an engaged and motivated team with the determination to achieve these goals.
In this role, you will oversee the Customer Experience and Customer Engagement functions, including the contact centre, complaints, and performance metrics. Your mission will be to lead the transformation of the customer service culture, and you’ll use data to inform strategies and policies, all with the aim of providing a better service to customers.
Your experience doesn’t need to be within Housing – we welcome applicants from all customer-centred backgrounds. Understanding of a highly regulated environment will be a huge benefit in this role, and you should have experience of leading change within an organisation. The most important thing is that you are a customer-focused leader who is able to engage, motivate and inspire teams to deliver at a high level for the organisation and for the people they serve.
Application Process: To apply, please submit your CV and a cover letter (no more than 2 A4 sides each) detailing your relevant experience.
Closing date: Sunday 18th May.
For an informal and confidential discussion, please speak with our advisors at Berwick Partners:
Bonnie Amos-English, Consultant - Social Housing
Tel: +44 (0) 121 389 3655
Email: Bonnie.Amos-English@berwickpartners.co.uk
Berwick Partners (an Odgers Berndtson company)