Head of Customer Channels

at  Yorkshire housing

Job Introduction
Are you passionate about creating exceptional customer experiences? Do you thrive in a dynamic, innovative environment? We’re on the lookout for a Head of Customer Channels to lead our customer service transformation and make a real impact that could be right up your street!
So, what’s this role all about then?
As our Head of Customer Channels, you’ll be the driving force behind our Customer Service and Complaints Service. You’ll lead a talented team to deliver a customer-obsessed service that exceeds expectations. From overseeing new technology programs to ensuring seamless customer interactions, you’ll be at the heart of our mission to make it easier to be a YH customer.
This role is pivotal in driving us to provide the best possible service to our customers. By leading customer service transformation, optimising processes, and fostering a customer-obsessed culture, this role directly contributes to YH’s overarching goal of being the UK’s best housing provider.
Exciting stuff, but there’s lots to be done, here are some of the key responsibilities for the role:
Mentorship & motivation: you’ll guide and support a team of customer-obsessed colleagues in the Customer Experience Centre (CEC) and Complaints teams. You’ll provide ongoing coaching and performance feedback to empower team members to excel and achieve both individual and team goals.
Enhance interactions & optimisation: You’ll be responsible for the implementation of innovative solutions to improve customer interactions across all channels, including phone, email, chat, social media, and self-service portals. All while looking for service improvements!
Data-driven decision making: Utilise lessons learned data, root cause analysis, and insights to drive strategic decision-making and prioritise initiatives that enhance customer satisfaction. You’ll help empower the voice of the customer, you’ll ensure mechanisms for feedback and robust performance metrics to identify areas for improvement.
Optimising tech: Drive the adoption of contact centre technologies to improve efficiency, productivity, and overall customer experience. You’ll also set the direction and define requirements for the telephony transformation program.
Performance monitoring: Establish and maintain key performance indicators (KPIs) to measure the effectiveness of customer contact operations. Monitoring performance metrics such as first contact resolution, service levels, and customer satisfaction scores, you’ll develop action plans to address areas of opportunity.
Resource management: Manage an effective and efficient 24/7 multi-channel customer contact operation, including demand forecasting, resource scheduling, and equipment maintenance. All while promoting a positive working environment and championing our YH culture.
Stakeholder engagement: Lead presentations and discussions with senior leadership, the YH Board of Governors, committees, and customers. You’ll provide regular updates on key initiatives, performance metrics, and customer feedback.

Please refer the Job description for details