Customer Experience Lead

• Lead, develop and motivate the Customer Services and Repairs Hub teams to deliver excellent customer service and achieve organisational objectives.
• Set performance expectations, undertake supervision and appraisal processes, and support employee development and succession planning.
• Promote a positive, customer-focused and values-led culture that encourages accountability, innovation and continuous improvement.
• Develop customer service capability through coaching, training and professional development activities.
• Contribute to organisational leadership, change programmes and delivery of the Corporate Plan.
• Champion customer experience across the organisation and support managers to embed customer-focused ways of working.

• Lead the development and delivery of the Customer Experience Strategy.
• Oversee customer contact services across all channels, ensuring enquiries, service requests and complaints are handled professionally, consistently and efficiently.
• Develop and maintain customer service standards, procedures and best practice frameworks.
• Ensure customer feedback, engagement activities, Tenant Satisfaction Measures (TSMs), surveys and perception data are effectively collected, analysed and used to improve services.
• Use customer insight, complaints learning and performance data to identify trends, inequalities, risks and opportunities for improvement.
• Lead customer journey reviews and service redesign initiatives to improve accessibility, inclusion and customer outcomes.
• Promote digital inclusion and support the development of effective digital services, automation and self-service options.
• Ensure services meet the needs of vulnerable customers and those requiring reasonable adjustments.
• Benchmark performance against sector best practice and identify opportunities for service innovation.

• Oversee the effective operation of the Repairs Hub, ensuring repairs are accurately diagnosed, prioritised, allocated and completed in accordance with organisational policies, statutory obligations and customer needs.
• Work collaboratively with contractors and maintenance teams to ensure timely and high-quality repairs.
• Monitor repairs performance, including response times, completion rates, contractor performance and customer satisfaction.
• Address service failures and implement improvement plans where required.
• Ensure customers are kept informed throughout the repairs process.
• Support organisational responses to emergency repairs, major incidents and business continuity events.
• Ensure repairs services contribute to regulatory compliance, value for money and positive customer outcomes

• Oversee complaint handling arrangements, ensuring compliance with organisational policies and relevant regulatory frameworks.
• Promote a positive complaints culture where feedback is welcomed and used to improve services.
• Analyse complaints, customer feedback and dissatisfaction trends to identify root causes and improvement opportunities.
• Coordinate organisational learning from complaints, audits, customer insight and regulatory reviews.
• Lead and monitor service improvement programmes that enhance efficiency, service quality and customer outcomes.
• Ensure improvements are implemented, monitored and evidenced.

• Ensure compliance with the Regulator of Social Housing Consumer Standards and the Housing Ombudsman Complaint Handling Code.
• Act as operational lead for customer experience performance reporting, including TSMs and customer satisfaction measures.
• Ensure customer, repairs and performance data is accurate, reliable and effectively used in decision-making.
• Monitor service performance against KPIs, service standards and organisational objectives.
• Identify, manage and escalate operational risks in accordance with the Risk Management Framework.
• Support audits, regulatory inspections and assurance reviews.
• Produce reports and performance information to support operational and strategic decision-making.

• Develop effective working relationships with customers, colleagues, contractors, partners and external agencies.
• Work with tenant groups, resident panels and engagement forums to ensure customer voices influence decision-making.
• Represent the organisation at customer forums, benchmarking groups, professional networks and sector events.
• Promote partnership working that improves customer experience and service outcomes.
• Support collaborative working and service integration across organisational teams.

• Ensure housing management, CRM and repairs management systems support effective service delivery and reporting requirements.
• Identify opportunities to streamline processes, improve efficiency and enhance customer experience.
• Support digital transformation initiatives and service redesign programmes.
• Ensure systems effectively capture customer feedback, performance information and management data.
• Promote the effective use of technology to improve service delivery and customer outcomes.

• Manage Customer Services and Repairs Hub budgets to ensure effective resource utilisation and value for money.
• Contribute to business planning, budget setting and financial forecasting processes.
• Monitor expenditure and identify opportunities for efficiency and service improvement.
• Ensure resources are deployed effectively to meet customer demand and organisational priorities.

• Recognise safeguarding concerns and ensure appropriate action is taken in line with organisational procedures.
• Promote a culture where safeguarding, wellbeing and customer welfare are central to service delivery.

• Promote Cornerstone’s vision and values in all that you and the team do.
• Work positively and collaboratively with customers, colleagues, other agencies, and third parties to ensure strong working relationships and a good standard of service delivery to customers.
• Ensure that you are fully acquainted with and follow the law, regulation, policies and procedures as they relate to your post.
• Observe and promote Cornerstone’s Health & Safety policies and procedures at all times.
• Ensure all data is handled in accordance with GDPR and in line with both the Information security and data management policies.  Take ownership of the quality and accuracy of processing data and its appropriate storage, transfer and retention
• Treat customers and colleagues with respect ensuring people feel included and that diversity is valued. Observe and promote our Equality, Diversity & inclusion policies and procedures at all times.
• Take ownership of your own professional development as relevant to your role.
• Keep all duties of the post-holder under review and make recommendations for any improvements in policies and procedures to your line manager.
• Occasional after hours work may be required within the scope of the role, including attendance at meetings.
• Any other duties appropriate to your position as may be identified from time to time.

In the post-holder’s absence, duties will be performed by other members of the staff team as agreed with the Executive Team.