Assistant Director of Customer Services

Citi Recruit Ltd
£68,500 per annum 3 Month Contract/ Parking on site.
15 Jul 2017
20 Jul 2017
ASSISTANT DIRECTOR OF CUSTOMER SERVICES Citi Recruit is working in partnership with a local Housing Association to identify an experienced, high calibre Assistant Director of Customers Services. As the Assistant Director of Customer Services the post holder will provide effective leadership to the service teams in order to deliver high quality, integrated and modern proactive and responsive services that support and promote the business objectives of the Housing Association and provide value for money to both the organisation and stakeholders. We are looking for an exceptional person to join our senior management team to take the lead on services to our residents and key stakeholders. In an ever-changing political, economical, technical and social environment the needs and wants of our customers are changing at a rapid pace and your job will be to anticipate these and respond. The Assistant Director will have a demonstrable track record of leading teams through change, ideally in a landlord setting, which has jointly benefited your organisation and customers. By staying informed, you will have an acute sense of emerging challenges and opportunities and will be ready to redesign our offer in advance. Key responsibilities and accountabilities Lead on the development and delivery of a consistent, reliable and value for money landlord service to all customers and stakeholders across the company’s geography and tenure portfolio. Embed a strong customer focused culture, inspiring staff to deliver the very best in line with agreed service standards. Champion and develop high quality customer services across the company – services that are tailored, responsive and seamless. Accountable for driving the delivery of a viable business to achieve a bottom line return by maximising income and minimising losses. Lead on delivering best in class performance and achieve value for money targets alongside customer experience outcomes. Accountable for the delivery of services which support the regeneration and development of ‘place’ and neighbourhoods for both new and existing communities. To promote and instil a culture of ‘right first time’ services that maximises the use of technology. Develop and maintain relationships with local authorities, other local partners and commissioning bodies, housing policy makers, key MPs, peer associations, best practice and research organisations. Set and agree stretching performance targets and budgets with service area managers, and prioritise resources to meet the required targets and deadlines. Develop and coach a highly performing management team and establish a succession plan for the department. Design, develop and use insight and clear management reports in order to understand and improve business performance. Regularly review departmental risk assessments, highlight new areas of risk to staff and the health and safety panel and advise on revising procedures appropriately. Use reporting and insight to ensure our services are fair for all and are appropriate for people’s circumstances and continuously improve our service offer to meet the needs of different customer segments. Represent the Group on outside bodies as required. On occasion, deputise for the Operations Director. If you wish to apply for the position of Assistant Director then please contact me on 01622358802 This job was originally posted as