Service Care Solutions Ltd

Head of Customer Contact

Job Title: Head of Customer Services
Salary: £354 per day umbrella pay
Hours: 37 hours per week
Type: Temp Ongoing
Based: Tower Hamlets, E14

We're looking for an energetic and experienced leader to start ASAP with a housing association based in Tower Hamlets.

The successful candidate will be responsible to the Executive Management Team as a Head of Service to lead and manage a housing Service Centre of approximately 58 staff, with responsibility for setting the strategic direction, planning and coordination of work.

You will lead on implementing our new customer experience strategy and have a great understanding of customer insight including how this can be used strategically and to tailor services.

The role will work flexibly combining collaborative time in office and from home

Role Responsibilities -

  • To help deliver the corporate plan ‘Create great homes, great services and great communities' and to drive the Customer Access Strategy enabling channel shift for the organisation to achieve its priorities

  • Lead on delivering a first port of call for customer interactions coming into Tower Hamlets Homes and deliver an improved customer experience through successful, efficient, and professional transactions with the aim of resolution that will build our reputation and trust.

  • Deliver a challenging suite of performance indicators and service standards which balance timeliness, quality, and first-time resolution to deliver a best-in-class service

  • Be an exemplary lead for customer service change initiatives to develop and deliver the service

  • Modernise the existing service provision through a continuous improvement approach, support the implementation of new IT solutions, maximising the benefits of it for both customers and colleagues

Essential Criteria -

  • Experience and successful track record of operating at a senior level within a customer service or housing environment

  • Experience of developing and implementing strategies in collaboration with


  • A proven record of planning and implementing changes to services; delivering new policies and practices to improve the service to residents

  • Strong experience in people management, performance, development of your team and staff engagement

  • Experience of establishing effective and positive relationships with stakeholders

If you are interested in the role and meet the above criteria, please email me your CV for consideration
If you have any questions regarding this role, call Ryan at Service Care Solutions on 01772 208 966 or E-Mail

  • Start: ASAP
  • Duration: ongoing
  • Rate: Up to £354 per day + umbrella pay
  • Location: Tower Hamlets, England
  • Type: Contract
  • Industry: Customer_services
  • Recruiter: Service Care Solutions Ltd
  • Contact: Ryan Curwen
  • Tel: 01772208966
  • Fax: 01772 471473
  • Email: to view click here
  • Posted: 2022-09-06 13:39:52 -

  • View all Jobs from Service Care Solutions Ltd

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