CASTLE ROCK EDINVAR HOUSING ASSOCIATION JOB PROFILE DIRECTOR OF CUSTOMER EXPERIENCE

Transcription

1 CASTLE ROCK EDINVAR HOUSING ASSOCIATION JOB PROFILE JOB TITLE: REPORTING LINE: DIRECTOR OF CUSTOMER EXPERIENCE MANAGING DIRECTOR CASTLE ROCK EDINVAR A. JOB PURPOSE The Director of Customer Experience will operate at a strategic level as part of the Senior Management Team to ensure that the organisation develops and delivers an effective customer experience. B. KEY ACCOUNTABILITIES High Level Lead the development and delivery of customer services with a focus on improving efficiency and customer experiences. Accountable for the undertaking of market analysis and business planning for the delivery of a highly regarded customer experience. Lead on a coherent plan to deliver the ICT, organisational and cultural change needed to deliver a new operating model that supports our widening geographic reach and service priorities. Be an active and effective member of the Senior Management Team, working collaboratively with the Managing Director, Board members, Group Colleagues and Director Colleagues on all matters of organisational strategy to ensure a growing and sustainable Group. Provide leadership in developing a culture that enables and emphasises agility, customer orientation and the Group s values. Promote innovation and adoption of best practice. Operational Oversee the delivery of effortless customer experience and delivery of core services based on customer demand.

2 Ensure that service activities are carried out to the highest standards of integrity and professionalism and align with strategic objectives and in accordance with legal, regulatory and statutory requirements. Accountable for maximisation of rental income. Oversee the deployment of customer insight and business planning information to maximise choice for housing applicants to help ensure effortless customer experience. Accountable for strategic priorities and plans for housing services functions, ensuring intelligent led customer service, achievement of plans and targets and delivering a comprehensive range of services to meet identified needs and aspirations. Lead the development and delivery of strategy that understands customer satisfaction and demands and delivers services which meet, retain and attract new customers. Oversee customer led intelligence into the introduction of new products and services which contribute to the viability and sustainability of the service in conjunction with business growth. Lead the transformation of all housing management services to ensure that they are effective and responsive whilst meeting the demands of customers. Develop relationships with partner organisations to support customers with identified needs. Oversee the development of business transformation strategies to respond to internal and external drivers, challenge existing practice and identify new and better ways of working in order to accelerate the business towards achieving its strategic outcomes, whilst maintaining financial balance and increasing quality and customer satisfaction. Oversee strategies which enable the business to modernise services using new technology and process redesign with the purpose to improve the customer experience. Oversee the development, promotion, continuous management, and review of a culture of service excellence. Responsible for the implementation of a performance management framework which includes the delivery of relevant, effective and timely information relevant to business needs, with appropriate mechanisms in place to ensure that issues requiring remedial action are addressed promptly. Bring together business systems, processes and priorities to engage team members towards a common vision and goals in support of the Business Plan and strategic projects. Facilitate a culture that actively embraces change, innovation and continual learning through the balanced use of information and new perspectives. Display and encourage agility, speed and pragmatic thinking.

3 Facilitate a culture of collaboration, teamwork and knowledge sharing to deliver end to end, customer focused outcomes. Facilitate and support individuals and teams capabilities through the use of regular coaching, clear communication, recognition and personal development. Build a culture of knowledge-sharing, reflection and learning with team members and within teams. C. DIMENSIONS Directly line manages 6 staff. As a member of Senior Management Team, responsible for business and budget planning (7,000 properties, 8,000 customers, 33million turnover). D. ADDITIONAL INFORMATION (i) Working Relationships Representing the organisation effectively both internally and externally. Liaise with Managing Director, Senior Management Team and Group Heads and Directors across Group. Liaise with Board of Management. Develop effective partnerships with key suppliers and external agencies (Scottish Housing Regulator, local authorities, contractors, consultants and other RSL s) Support other group companies achieve their aspirations within the Scottish sector, including Touchstone and RMG projects. Be actively involved in peer group meetings within the Places for People Group and ensure that business decisions meet the Groups values and goals and local requirements. Develop and maintain good and effective partnerships with key stakeholders, third parties and customers. Develop standards of accountability to customers to increase customer satisfaction. (ii) Problem Solving/Decision Making Strong financial control and management of budgets using a range of monitoring and cost assessment techniques. Appraising opportunities for business development and income generation. Operate and take decisions from a commercial viewpoint. Read, understand and anticipate changes in market conditions.

4 Developing policies to meet legislative requirements. Determining corrective action to achieve business objectives. Person Specification Experience Experience of negotiating and influencing at a strategic level, and building relationships and partnerships to enhance business opportunities. A proven track record of successful senior leadership within a multidisciplined organisation including the formulation and delivery of corporate strategies, policies and objectives. Proven senior level leadership experience, leading and motivating teams within a customer focused environment. Expertise of developing strategy for an integrated customer experience across multi-channel touch points. Experience that demonstrates the ability to lead sustainable organisational improvement and drive cultural change in a constantly evolving organisation. Experience of developing a strong customer driven service culture with an understanding of customer demand and recognising waste and how to deal with it. High-level of knowledge and application in using a wide range of problem solving, decision making and process improvement tools and methods. Experience of strategic implementation of Information Technology to deliver business solutions and improved customer experience* Understanding of the external environment in the housing sector and ability to translate that into actions for Castle Rock Edinvar and the Group. Abilities and Skills Excellent communication and interpersonal skills, with an approachable style. Strong negotiator and influencer, able to work intuitively with a wide range of stakeholder and secure buy-in. Able to demonstrate commercial acumen and entrepreneurial skills which enable the business to leverage best value. Proactively demonstrates a strong commitment to equality and diversity. Demonstrates organisational skills with ability to manage multiple projects and initiatives and meet conflicting demands. Numerate and data rational; effectively gathers, analyses and utilises information. Strong attention to detail and identification and mitigation of risks.

5 Qualifications Educated to degree level, or qualified by experience to similar level. Evidence of continuous personal and professional development.