Head of Customer Experience

Are you passionate about delivering high service standards and championing consumer rights? Do you have the leadership skills needed to develop and drive a responsive and impactful complaints resolution team? If so, we're seeking an exceptional Head of Customer Experience to lead our Customer Experience team and ensure the timely, robust investigation and resolution of housing-related complaints. As the key figure driving our complaints process, you'll help reduce service failures and avoidable contacts while embedding lessons learned across our organisation to improve outcomes for our tenants. Key responsibilities will include, but aren't limited to:

• Leading and developing a team of complaints handlers, fostering a culture of empowerment where team members are trusted to make decisions that deliver the right outcomes for tenants.
• Overseeing the investigation, response, and resolution of complaints in line with Regulator for Housing and Housing Ombudsman requirements.
• Collaborating with internal and external stakeholders to proactively prevent recurring complaints and reduce avoidable contact.
• Ensuring accurate, reliable and timely reporting of business performance data gathered from complaints and other feedback mechanisms, communicating this effectively across the business.
• Working closely with customers and colleagues to provide internal advocacy and achieve timely resolutions.
  
  Our ideal candidate? You'll be an experienced senior manager, capable of uniting your team around a common purpose: driving high service standards and championing tenant rights.
You'll have experience working with regulatory bodies or an Ombudsman in complaints management and will demonstrate resilience and focus when handling high-pressure situations. With excellent communication skills, you'll articulate concepts clearly, earning buy-in from direct reports and influencing senior leaders across our organisation to support key initiatives. You'll also bring a strong approach to compliance and performance management, ensuring we continuously improve how we handle complaints and meet regulatory standards.

We operate a Smart Working model whereby our colleagues work both on-site and remotely, depending on where their service is best delivered on any given day. Fulfilling this high-profile role, you should expect to work onsite 4 days per week, but we are also flexible to ensure you can meet and enjoy life's challenges and opportunities throughout the year. Who are Midland Heart? We're one team working together for our tenants. We're a large, ambitious housing organisation that provides affordable homes and values people from all walks of life. At Midland Heart, we foster a supportive and rewarding environment where great people thrive, and where you can make a real impact. If you're up for the challenge of leading our complaints process and improving the customer experience, we'd love to hear from you.