Director of Customer Relationship Management - Livv Housing – Knowsley - Circa £89k plus benefits

Livv Housing Group is on an exciting journey to embed a new and innovative approach to how they deliver services, engage and support customers and embed a flexible approach to service delivery that is designed to deliver great services to our customers. It’s focused on customer relationship management and creating an ever evolving customer journey that is shaped based on what our customers tell us is important to them.

The Group is introducing a new customer facing operating model that puts customers and communities at the heart of the business. The Director of Customer Relationship Management is a new role and will play a key part of this change – taking strategic responsibility of this area to make sure that the services delivered are fully responsive to customer needs and continue to evolve and improve in line with changing customer needs.

To be successful you don’t need to have Social Housing experience; you’ll need to have a strong background in customer service excellence and complex service delivery, be a motivational senior leader and passionate about developing high performing teams and creating a positive customer journey. 

Livv Housing Group

Livv Housing Group is an independent housing association, providing affordable, quality homes for around 25,000 people across nearly 14,000 properties in Knowsley, Merseyside. We are a community-based social business, and we play an active part in the alliance of housing associations working in the Liverpool City Region. We are about much more than building and managing homes: as a business dedicated to achieving positive social impact and flourishing communities, we want to bring people and neighbourhoods together to create better opportunities to grow, develop and thrive.

The incoming Director of Customer Relationship Management will work closely with the Executive Director of Customer Insight. The successful candidate will lead the customer teams with the overall aim of building strong customer relationships, sustaining tenancies, maximising income and ensuring the creation and management of safe and sustainable neighbourhoods. The Customer Relationship Management Team is responsible for all customer contact and issue resolution that either cannot be resolved at first point of contact or that comes from our proactive tenancy management role. 

 

The Role

  • This role has overall responsibility for leading the Customer Relationship Management function, which consists of all of the customer facing neighbourhood management services. The role will oversee the delivery of the highest levels of customer service that the best service providers nationally can be proud of. It will focus on continuous improvement and ensure that the model evolves to remain relevant and fit for purpose. 
  • We are moving away from functional silos; the new operating model for Livv will see integrated customer service delivery that is focused on providing an excellent customer journey at all times. Housing Advisors will lead the relationship supported by specialist advisory services that will ensure that the customer receives the right support at the right time. 
  • The role will deliver a customer relationship management service that supports customers to thrive throughout their tenancy. It will ensure that the customer relationship is managed throughout the tenancy, that neighbourhoods and homes are managed proactively and that customers are supported to succeed. The role oversees all proactive neighbourhood management and ensures the establishment of communities where people can achieve their best and live safely. 
  • A key part of the role will be to be accountable for the collection of rent and service charges and ensure that the Group’s income is collected efficiently and effectively.
  • We rely on customer feedback and complaints and overseeing the management of this will form a significant part of this role’s purpose in order directly inform service improvements.  The role is accountable directly to our customers in this regard.
  • At a strategic level this role will lead the development of significant and strategically important stakeholder relationships that will bring value to our customers and the communities with work alongside.

 

The Candidate

  • Substantial and extensive experience of operating at a senior level and leading successful multi-disciplinary teams to deliver market leading customer services.
  • A leader who is passionate about making a difference to people and communities through the delivery of great customer service.
  • A strategic thinker who can translate big ideas into on the ground developments in customer service – someone who can build relationships, trust and advocacy and support the Executive to deliver a customer focused culture. 
  • A motivational leader, experienced in building high performing teams and developing a customer driven performance culture with a strong continuous improvement focus.

For an informal and confidential discussion, please speak with Tom Neely on +44 7384717939 or Tom.Neely@berwickpartners.co.uk

 

Closing date for applications: Monday 21st June

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