Job Description

Come and make a real difference as our new Assistant Director of Customer Experience!

We're looking for a senior leader who cares deeply about delivering a great customer experience for our tenants. In this role, you'll help shape services so tenants feel listened to, respected and supported -- and confident that we do what we say we will.



As part of our leadership team, you'll inspire those around you people-focused, high-quality customer service every day. You'll make sure tenant voices genuinely influence decisions, and that feedback leads to real improvements in how we work.



You'll champion excellent customer service and safeguarding across the organisation, working closely with the executive team and other leaders to deliver our customer experience strategy and key customer-focussed projects.

What you'll bring to the team:

You'll lead with empathy, confidence and clarity - empowering them to make decisions and deliver the best results for the families they support every day. Customer focussed, you'll ensure that their needs are central to the delivery and improvement of our services.


You'll have a strong background in customer service and safeguarding practice, with a proven track record for developing your team and managing performance. You'll drive the team - building capabilities within your areas of responsibility.

What we're looking for:

We're looking for someone who can:

Lead and embed a culture of engaged and motivated colleagues that put customers at the heart of services. Oversee the development and management of opportunities for tenant feedback, customer insight and other data intelligence to support the development of responsive strategies. Influence, challenge and develop innovative solutions to address tenant and community issues that impact on tenants' quality of life and improve our neighbourhoods. Inspire the delivery of high performing, truly customer-focused services across Two Rivers Housing. Collaborate across frontline services with a focus on prevention and problem solving through the delivery of high-quality services to meet organisational and tenant needs. Lead on the development and implementation of key strategies to ensure tenants experience exceptional services and that tenant voice influences how we deliver services. Play a key role in the development of our digital strategy to transform our tenants' experiences of our services. Deliver effective operational management of our safer neighbourhoods team to ensure tenants have the right support at the right time, to meet their needs.


INDMED


Trust isn't a tagline - it's everything. It's how we build relationships, how we make decisions, and how we prove, day in and day out, that we do what we say.


It's also the thing that underpins our core values and sets out what our customers can expect from us and what we expect from our team and the partners we work with.


We want our tenants to know that we're here, we care and make them feel at home from the moment they step through the door. It's not just about having a home - it's about finding a place to build a life and feel safe while doing so.


And the same can be said for our team. Two Rivers is a place with purpose, where you can be a part of something and make a real difference. We'll help you develop and grow, in a place where you'll find like-minded people and you can truly be yourself.


Warm, safe, affordable homes are about more than bricks and mortar. It's a feeling of community, securing and belonging. So, whether you're a tenant living in one of our homes or a member of the team - when you join the Two Rivers community, you'll always feel like You're Home Now.