Assistant Director - Customer Excellence
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Are you a visionary leader with a passion for delivering exceptional customer experiences? Do you thrive in dynamic environments where you can drive transformative change and inspire teams to achieve excellence? Are you ready to take on a pivotal role in shaping the future of customer service at Stockport Homes Group?
We are looking for a forward-thinking leader with a proven track record in driving customer service excellence and leading high-performing teams. The ideal candidate will be innovative, and capable of forging strong partnerships to achieve strategic goals and deliver exceptional customer experiences.
In this role you will:
- Direct and develop a range of customer-facing services, including the One Number Team, Reception, Customer Finance, Customer Experience, and Customer and Community Engagement Teams.
- Drive forward improvements in customer service culture and delivery across Stockport Homes Group.
- Successfully lead and develop a one-team approach, fostering a highly engaged and high-performing culture.
- Develop and nurture effective partnerships at a senior level to achieve Stockport Homes’ core aims and ambitions.
- Lead the development and delivery of various strategies, ensuring value for money and compliance with policies, procedures, and regulations.
- Innovate and improve services, encouraging appropriate risk-taking and delivering efficiencies.
- Lead a team of over 70 people across multiple disciplines, setting clear objectives and fostering an open, constructive culture focused on outcomes.
- Utilise technology to advance the business and maintain a positive relationship with the Housing Ombudsman Service.
- Maximise opportunities to sell services and secure external funding and contracts.
- Act as an ambassador for Stockport Homes Group, maintaining a strong commitment to delivering first-class, personalised services to customers.
To be successful in this role, you will need to demonstrate exceptional leadership and communication skills, with the ability to inspire and motivate diverse teams. You will have a strong track record of driving customer service excellence and delivering innovative solutions that enhance customer experiences. Building and nurturing effective partnerships will be second nature to you, enabling you to achieve strategic goals and foster a collaborative, high-performing culture. Your forward-thinking approach will help you navigate challenges and seize opportunities, ensuring that Stockport Homes Group continues to deliver outstanding services to our community. Experience in leading complex, people-centered, and customer-focused services is crucial.
You must have or be prepared to work towards a recognised housing qualification of level 5 or above (Chartered Institute of Housing or equivalent qualification)
The SHG “Be You” approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with SHG’s Values. We’re always looking to improve diversity within our teams to enhance this culture and to be truly representative of the communities we work in.
At Stockport Homes Group, we value innovation, collaboration, and a commitment to excellence. Join us to make a significant impact on our community and help shape the future of customer service. Be part of a team dedicated to making a difference and driving positive change.
Ready to take on this exciting challenge? We can’t wait to hear from you!
Closing date: 21st November 2024
Candidates who are successful in progressing to interview stage will need to be available on the following dates:
Stage 1 Interview Date: 28th November 2024
Stage 2 Assessment Centre Date: 6th December 2024
About Us
Stockport Homes is Stockport’s largest landlord and a management organisation which acts as landlord for both Stockport Council’s social housing and our own property portfolio. But we’re more than just so-called rent collectors. We’re an award-winning, trailblazing public sector company that strives to transform lives by offering tenants advice and support on health and wellbeing, finance, youth engagement, employment and education opportunities as well as help in the home.
At Stockport Homes we believe in being ambitious, making a difference in our local communities, and serving our customers with passion. We believe in approaching problems with innovation, in respecting our partners, colleagues and customers and in striving for excellence.
We are an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. The SHG “Be You” approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with SHG’s Values. We appreciate the strength we gain from having and supporting our diverse teams. Diversity contributes to our inclusive culture and allows us to be truly representative of the communities we work in.
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