Role Summary

37.5 Hours

Permanent

Home Based

We have an exciting opportunity for a Head of Customer Voice & Influence to take responsibility for the effective coordination and delivery of Customer communications, complaints and feedback.

Our mission is to provide quality homes and services for people whose needs are not met by the open market.

Stonewater is a leading housing provider. We manage around 32,500 homes, serving 70,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our team believe in hard work. We celebrate each other’s success and are always honest with each other. That feeling that everyone around you is pulling together to get things done, when we work together we are unstoppable – they’re all part of life at Stonewater.

A career at Stonewater is a rewarding one and provides you with the opportunity to bring your individuality and skills to an organisation which embraces change and is open to new ideas. We believe that recruiting and retaining the right people is vital for our success.

We also offer you the chance to be part of an organisation rated as ‘One Star in the 2020 Best Companies survey for the second consecutive year, as well as a competitive salary and benefits package.

We’re looking for like-minded people to join our team of over 800 colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

The role:

• Take ownership of policy covering national areas, ensuring that they are effective in delivering intended objectives, with our Customer Communications, Resident Involvement & Engagement & Complaints teams.
• Through delivery of ‘Voice of the Customer’ Strategy, develop and build our Customer involvement framework, growing new ways to engage and involve customers, ensuring feedback and opportunities to shape and inform service design are maximised.
• Ensure that we are equipped and ready to meet the requirements of the Government’s White Paper and our approach to customer communication, involvement, complaints and feedback is compliant with the regulatory requirements, obligations of the Housing Ombudsman Scheme and the Complaint Handling Code.
• Build and develop innovative methods of communication with customers further developing our digital offer to support improved customer satisfaction and engagement.
• Develop and implement a customer communications strategy with a multi-channel communications plan maximising the use of digital and social in collaboration with colleagues across the business.
• Working across the business develop and deliver strategies to increase and grow our online and social audiences continues and develop processes to promote early resolution.
• Provide robust business intelligence and market trends whilst making innovative decisions to enhance our service
• Ensure through collaboration with colleagues, partners including the Longleigh Foundation, a community development offer which meet the diverse needs of our customers and communities.
• Through feedback, robust performance indicators and analytics ensure successful outcomes with learning shaping future delivery.
  
  

The ideal candidate:

• Track record of achievement in leading and delivering effective multi-channel customer communications (including social media) and/or innovative customer involvement and engagement leading to significant shifts in customer experience and service design.
• A desirable awareness and understanding of the Government’s White Paper and the Tenant Involvement and Empowerment Standard
• Experience of developing and implementing customer feedback mechanisms, utilising learning from informal and formal feedback (i.e. complaints) to shape services and drive continuous improvement
• Ability to develop and manage collaborative relationships, gaining credibility and achieving tangible objectives and results with a range of stakeholders
• Experience of implementing and monitoring performance management systems with an ability to interrogate and interpret data and statistical information using analytics to drive decision making
• Budget management experience with experience of actively seeking and delivering Value for Money
• Knowledge and understanding of GDPR and maintaining the confidentiality of customer information
• Experience of preparing and presenting reports and presentations to Board/Committees

Appointment to this role will be subject to a satisfactory references and possession of a valid Right to Work document.

Our promise to you

At Stonewater we believe nothing is impossible. We’re driven by our mission, vision and values and inspire others to always strive to succeed. This passion and determination is what sets us apart. We are proud to be a place where being individuals is embraced and recognised.

So, if you want to make a real difference to people's lives and want to have a stimulating and rewarding career, we would love to hear from you.

www.stonewater.org/careers

Our Offer:

At Stonewater we offer excellent benefits which help make us a great place to work!

• A retirement savings plan – up to 7% matched contribution rate
• Life assurance – 3.5x contractual pay
• Career development and progression opportunities
• Holiday starting at 26 days with the option to buy/sell
• Deals and Discounts on shopping, travel, optical etc.
• Healthcare cash plan
• Cycle to work scheme
• Annual Company Day
• Values Award celebration events
• Team building days

And much more…

Stonewater supports equality of opportunities and are dedicated to being a diverse, inclusive, and supportive workplace. We are a Disability Confident employer.

Are you ready to #DiscoverStonewater?