Assistant Director of Customer Experience

Assistant Director of Customer Experience

Location: Newent, Gloucestershire.
Salary: £75,000 per annum.
Employment type: Full‑time, Permanent.

Come and make a real difference as our new Assistant Director of Customer Experience! We’re looking for a senior leader who cares deeply about delivering a great customer experience for our tenants. In this role you’ll help shape services so tenants feel listened to, respected and supported, and confident that we do what we say we will.

As part of our leadership team, you’ll inspire those around you to deliver people‑focused, high‑quality customer service every day. You’ll make sure tenant voices genuinely influence decisions, and that feedback leads to real improvements in how we work.

You’ll champion excellent customer service and safeguarding across the organisation, working closely with the executive team and other leaders to deliver our customer experience strategy and key customer‑focussed projects.

• Lead with empathy, confidence and clarity, empowering teammates to make decisions and deliver the best results for the tenants they support every day.
• Customer‑focused, ensuring that tenants’ needs are central to the delivery and improvement of our services.
• Strong background in customer service and safeguarding practice, with a proven track record for developing your team and managing performance.
• Drive team‑building capabilities within your areas of responsibility.

• Lead and embed a culture of engaged and motivated colleagues that put customers at the heart of services.
• Oversee the development and management of opportunities for tenant feedback, customer insight and other data intelligence to support the development of responsive strategies.
• Influence, challenge and develop innovative solutions to address tenant and community issues that impact on tenants’ quality of life and improve our neighbourhoods.
• Inspire the delivery of high‑performing, truly customer‑focused services across Two Rivers Housing.
• Collaborate across frontline services with a focus on prevention and problem‑solving through the delivery of high‑quality services to meet organisational and tenant needs.
• Lead on the development and implementation of key strategies to ensure tenants experience exceptional services and that tenant voice influences how we deliver services.
• Play a key role in the development of our digital strategy to transform our tenants’ experiences of our services.
• Deliver effective operational management of our safe neighbourhoods team to ensure tenants have the right support at the right time, to meet their needs.