**Job Overview**
We are seeking an experienced Resident Voice Director to lead our Customer Solutions complaints-handling team in Croydon, London. This is a hybrid role with 2-3 days on site and 36 hours per week.
Key Responsibilities:
* Lead the team to resolve complaints efficiently and comprehensively, ensuring alignment with strategic and regulatory requirements while maintaining a positive customer experience.
* Design and implement mechanisms to learn from complaints, collaborating with other heads of service to embed lessons learned.
* Head the team responsible for involving residents in shaping our services, supporting the development and delivery of a group-wide Customer Engagement Strategy.
* Provide guidance on customer engagement and support resident-led scrutiny groups to review services and provide feedback.
* Lead both teams through the ongoing major transformation programme, including designing and implementing effective team structures and new ways of working across Resident Voice.
Requirements:
* Proven success in leading a large-scale, fast-paced team.
* Strong leadership skills in change management.
* Demonstrated ability to motivate and matrix manage operational teams at a senior level to deliver results and excellent customer service.
* Excellent analytical and problem-solving skills.
* Deep understanding of a customer-centric industry, preferably social housing, including relationships with external regulatory and ombudsman bodies.
About You:
You will have experience delivering success in leading a large-scale, fast-paced team as well as leadership skills in change management and a strong record of motivating and matrix managing operational teams at a senior level to deliver results and excellent customer service.
We offer a competitive salary of £550 - £650 per day (umbrella), flexible working arrangements, and opportunities for professional growth.