Executive Director, Customer Services
| Responsible to: | Chief Executive |
|---|---|
| Responsible for: | - Director of Housing - Director of Business Transformation - Overall budget responsibility for the Directorate |
Overall purpose
Lead the delivery of intelligent led customer demand services that improve efficiency and customer experiences.
Accountable for the undertaking of market analysis, business and financial planning for the effective delivery of effortless customer experience.
Lead on a coherent plan to deliver the ICT, organisational and cultural change needed to deliver a new operating model and to place Bernicia at the forefront of digital development in the housing association sector.
Collaborate with the Executive Director Assets and Growth on the Group’s active asset management programme to maximise both commercial and social return and value from our assets.
Be an active and effective member of the Executive team working collaboratively with the Chief Executive, Board members and Executive Director colleagues on all matters of corporate strategy to ensure a growing and sustainable Group.
Provide leadership in developing a culture that enables and emphasises agility, customer orientation and the Group’s values.
Key Responsibilities (functional)
Customer Services:
- Oversee the delivery of effortless customer experience and delivery of core services based on customer demand.
- Ensure that service activities are carried out to the highest standards of integrity and professionalism and align with strategic objectives and in accordance with legal, regulatory and statutory requirements.
- Accountable for maximisation of rental income for the Group and securing income from external partners.
- Oversee the deployment of customer insight and business planning information to maximise choice for housing applicants to help ensure effortless customer experience
Neighbourhoods
- Accountable for strategic priorities and plans for housing services functions, ensuring intelligent led customer service, achievement of plans and targets and delivering a comprehensive range of services to meet identified needs and aspirations.
- Lead the development and delivery of strategy that understands customer satisfaction and demands and delivers services which meet, retain and attract new customers.
- Oversee customer led intelligence into the introduction of new products and services which contribute to the viability and sustainability of the Group in conjunction with business services and growth.
- Lead the transformation of all housing management services to ensure that they are effective and responsive whilst meeting the demands of customers.
- Develop relationships with partner organisations to support customers with identified needs.
Business Transformation
- Oversee the development of business transformation strategies to respond to internal and external drivers, challenge existing practice and identify new and better ways of working in order to accelerate the Group towards achieving its strategic outcomes, whilst maintaining financial balance and increasing quality and customer satisfaction.
- Oversee strategies which enable the Group to modernise services using new technology and lean management with the purpose to improve the customer experience.
- Oversee the development, promotion, continuous management, and review of a culture of business excellence.
- Responsible for the implementation of a performance management framework which includes the delivery of relevant, effective and timely information relevant to business needs, with appropriate mechanisms in place to ensure that issues requiring remedial action are addressed promptly.
- Bring together business systems, processes and priorities to engage team members towards a common vision and goals in support of the Corporate Plan and strategic projects.
- Facilitate a culture that actively embraces change, innovation and continual learning through the balanced use of information and new perspectives.
- Display and encourage agility, speed and pragmatic thinking.
- Facilitate a culture of collaboration, teamwork and knowledge sharing to deliver end to end, customer focused outcomes.
- Facilitate and support individuals’ and teams’ capabilities through the use of regular coaching, clear communication, recognition and personal development.
- Build a culture of knowledge-sharing, reflection and learning with team members and within teams.
Key Responsibilities (Corporate)
- Provide motivational leadership and support to line managers and their teams ensuring clarity of direction, effective communication and development of personal potential.
- As a member of the executive management team, adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required.
- In conjunction with the Chief Executive and other Directors, keep the business plan and other key strategies and plans under review.
- Determine and monitor standards of performance through the range of the directorate’s operations, ensuring development of an effective service, responsive to changing circumstances and demands.
- Ensure that financial and all other resources of the directorate are managed within agreed plans; identify and implement opportunities for making best use of all resources.
- In all aspects of the company’s work, promote effective communications, excellence in customer service and a focus on continuous improvement.
- Act with transparency, and create a culture of openness, honesty and trust.
Additional Responsibilities
- Act as a role model providing a consistent leadership style that reinforces agility, continuous improvement and a focus on building organisational capabilities to seek opportunities and challenges, to develop solutions and share and embed learning.
- Promote and represent the Group positively by providing a proactive customer service based on an understanding of the customers’ needs, their relationship with the organisation and promoting our services.
- Comply with all of the Group’s policies, procedures and controls relevant to the role in order to mitigate risk to the Group. This includes complying with all relevant legislation and codes of practice.
- Be responsible for your own personal and professional development and ensuring attendance at all required development events appropriate to the role.
