Head of Customer Experience (Maternity Cover)

We are seeking a passionate and innovative Head of Customer Experience to join our team on a maternity cover basis. In this agile role, you'll lead a dynamic team, driving excellence in customer service for Pobl Group. You'll manage our Customer Service, Customer Engagement, and Complaints Teams, embedding a Customer First culture and championing continuous improvement.,

• Empowerment: You'll have the autonomy to lead and inspire a team of 30, including five direct reports, to exceed customer service expectations.
• Innovation: This role offers the chance to think creatively, bringing fresh ideas to customer engagement and service delivery.
• Impact: You'll shape and influence our customer experience strategy, contributing to a more customer-centric organisation.
• Diverse Engagement: Opportunity to work with various stakeholders, including Directors, the Executive Team, and the Board, to drive impactful changes.
Where Does This Role Fit In? This role sits at the heart of our commitment to high-quality customer service. You'll play a key role in improving service experiences across multiple channels. Reporting directly to the Director of Customer Experience, you'll oversee essential investments in telephony systems, lead on customer first cultural change, and collaborate with teams across the organisation to ensure seamless and effective customer services. What Skills and Experience Do You Need? To excel in this role, you'll need a blend of experience, skills, and knowledge. Ideally, you have experience in a Senior Management position within customer service, with a proven ability to inspire teams to deliver person centred services across multiple service channels. You should be skilled at managing change and driving continuous improvement, using creative approaches to overcome challenges and seize opportunities. Strong organisational and communication skills are essential, as is the ability to prioritise effectively and remain calm under pressure. You'll also need to be comfortable analysing complex information and translating insights clearly to your team and stakeholders. Excellent people skills are a must, including the ability to coach, influence, and inspire. Knowledge of best practices and relevant legislation in areas like equality, housing management, and customer involvement is important, along with strong IT literacy. Our values are positive, connected and considerate. At Pobl, you will share these values and be motivated to work in an environment that is driven by them.

Pobl Group is a leading provider of housing, care, and support services across Wales, dedicated to creating positive change in our communities. Our mission is to provide quality homes and services that enhance the lives of our customers, with a commitment to putting people at the heart of everything we do. At Pobl, we believe in delivering flexible and customer-focused solutions, driving continuous improvement, and embracing innovation to meet the diverse needs of our communities.


• The salary for this role is £68,676 for a 37 hour, 12 month maternity cover position
• This is a hybrid role. Our head offices are Newport, Cardiff and Swansea.
• It is essential for the successful candidates to have a full drivers licence and access to a car
• 26 days holiday entitlement plus Bank holidays , rising to 30 days with length of service
• Pension scheme
• Sick Pay
• Mileage paid at 45p per mile
• Colleague Referral Scheme (£250 per referral)
• Time for Talking - a free counselling service
• Health Cash Plan
• Savings Scheme
• Electric Vehicle Lease Schemes
• Cycle to work scheme
• Eyecare plan
• Give as You Earn charity donation scheme
• Gym and shopping discounts
• Pobl merch!