Customer Experience Director

This is the best job in the world *probably

We’re on the hunt for a Customer Experience Director to lead our customer facing housing management teams. If you have a proven track record of delivery and you’re decisive, tenacious, resilient and relentlessly passionate about great customer service - it could be you!

We’re looking for an open minded, credible, talented leader to join our fantastic Housing Senior Leadership Team with responsibility for the delivery of housing management including anti-social behaviour, tenancy and neighbourhood related services.

We know everyone’s on a journey these days, but we’re truly on one, evolving our delivery model to make sure that our customers voices are at the heart of what we do, and that despite our size and geography, service delivery feels local and personal.

You’ll be a subject matter expert in housing management and will be responsible for making sure we’re listening to our customers and utilising data and insight to ensure that services are accessible and flexible to meet current and emerging customer needs. Through process review, embracing new ways of working and technology, you’ll continue to drive customer satisfaction, trust and efficiency, ensuring our homes and communities are places where our customers can thrive. Through your leadership, you will develop a high performing, productive culture, with high levels of accountability, ownership and autonomy where colleagues are truly engaged, encouraged and supported to be their best, with our Customer Promise at the forefront.

We’ll be honest, this role will be hard work! We always want to do better so there’s a lot to do and within a really challenging operating environment. Undoubtedly there’ll be times where you’ll be frustrated and you’ll probably try things which don’t work but you’ll be joining a strong, collaborative team, where we’ve got each other, and you’ll be encouraged to try new things, and we promise amongst the hard work you’ll laugh and have fun; you’ll never be bored, and no two days will be the same.

The teams you’ll lead are nationally dispersed and remote working is the norm. Where you live isn’t important - it’s your expertise, customer focus, values and leadership that matters

If this role sounds like a bit of you, you think we’re going to be a great fit, and you’re ready to grab the opportunity and make it your own, come and #discoverstonewater!

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.

Discover Stonewater:

Stonewater is a leading housing provider. We manage around 39,000 homes, serving 82,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market. Stonewater was one of the first social housing providers in the UK to adopt the Sustainability Reporting Standard (SRS), published by Good Economy. Using the Housing Association’s Charitable Trust (HACT) Value Insight model, we calculated that we made an impact of over £28m during 2022/23. We know that life can be hugely challenging for many of our customers right now, and we are pleased to say that more than 400 customers have been supported into work, education, training and independent living.

We’re looking for like-minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

Stonewater supports equality of opportunities and are dedicated to being a diverse, inclusive, and supportive workplace. We are a Disability Confident employer.

Are you ready to #DiscoverStonewater?

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.