Person Specification
Job Title: Executive Director, Customer Services
The following requirements are essential, unless marked * indicating they are desirable.
Education and Qualifications
- Relevant professional qualification or qualified by experience to an equivalent level.
- Evidence of continuous professional development
Experience and Knowledge
- Experience of negotiating and influencing at a strategic level, and building relationships and partnerships to enhance business opportunities.
- A proven track record of successful senior leadership within a multi-disciplined organisation including the formulation and delivery of corporate strategies, policies and objectives.
- Proven senior level leadership experience, leading and motivating teams within a customer focused environment.
- Expertise of developing strategy for an integrated customer experience across multi-channel touch points.
- Experience that demonstrates the ability to lead sustainable organisational improvement and drive cultural change in a constantly evolving organisation.
- Experience of developing a strong customer driven service culture with an understanding of customer demand and recognising waste and how to deal with it.
- High-level of knowledge and application in using a wide range of problem solving, decision making and process improvement tools and methods.
- Proven change management and project management expertise.
- Experience of strategic implementation of Information Technology to deliver business solutions and improved customer experience*
- Understanding of the external commercial and political environment in the housing sector and ability to translate that into actions for the Group*.
- Substantial experience of operating at a senior level in a Group structure providing a full range of housing and neighbourhood services*.
- Significant experience in continuous improvement or business process reengineering*
Abilities and Skills
- Excellent communication and interpersonal skills, with an approachable style.
- Strong negotiator and influencer, able to work intuitively with a wide range of stakeholder and secure buy-in.
- Able to demonstrate commercial acumen and entrepreneurial skills which enable the Group to leverage best value.
- Proactively demonstrates a strong commitment to equality and diversity.
- Demonstrates organisational skills with ability to manage multiple projects and initiatives and meet conflicting demands.
- Numerate and data rational; effectively gathers, analyses and utilises information.
- Strong attention to detail and identification and mitigation of risks.
