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Title:  Director of Customer Experience & Engagement


West Midlands

Department:  Customer Services
Operation:  Sanctuary Group
Requisition Number:  101922

Sanctuary Group is one of the UK’s leading providers of housing, care and community services. With around 13,000 employees, we maintain a culture where diversity is valued and talent is nurtured and rewarded.


Director of Customer Experience & Engagement – Affordable Housing


Worcester based (flexible) with an anticipated balance of home and office working – with national travel


Competitive Salary plus package plus Company car or car allowance


35 hours per week


About the Role


Reporting into the Group Director for Housing this new role presents a great opportunity to lead on the development and strategic direction of our customer experience and engagement strategies ultimately increasing levels of resident satisfaction in our service provision. The role will ensure a greater understanding of customers’ expectations and shaping our services to meet their needs and aspirations. Working alongside leaders across operations, you will be pivotal in leading on our resident engagement, consumer regulation and scrutiny activities to ensure that consistent, high quality services are delivered in line with regulatory requirements and business needs.


You will work closely with Group Communications and Business Information teams and look to reinvigorate our approach as to how we deliver communications to our residents through the use of local communication and data analysis to ensure they are provided with information that is relatable and relevant to them and the community they live in.


Heading up the Customer Experience and Engagement team you will lead on our customer strategies across the Group housing businesses to include customer insight and analysis, complaint management and learning, local communication plans, resident engagement, and consumer regulation.   


You will also lead the complaints management teams to deliver high quality services to enable them to perform to consistently high levels to resolve customer complaints and to promote a culture that values complaints and constructive feedback so we can as an organisation strengthen our internal processes and recognise areas for service improvements.


About You

You will have a demonstratable track record of operating in a senior level customer experience/engagement role gained within a large complex organisation where you have led and developed the strategy to deliver high quality customer services to a diverse range of customers.  In addition to this you will have substantial experience in resident participation and consultation methods.


You’ll have comprehensive experience of delivering sustainable performance and service improvements and will have a real passion for driving improvement and a culture of change to deliver the best possible outcome for our customers.  You’ll be creative, always seeking to deliver innovative solutions and will have the ability to deal with ambiguous situations within a fast-paced environment.


An accomplished leader, you will have experience of managing large teams and of delivering positive results through your people.


You’ll be used to and adept at managing complex projects and challenging deadlines as well as building productive working relationships with a range of key internal stakeholders in addition to external partners and suppliers.


Your excellent analysis skills will mean that you are able to make sound recommendations for business improvements and you will have demonstrable examples of having implemented such recommendations through to successful outcomes. 


Why work for us?

One of the UK’s leading providers of housing, care and commercial services, Sanctuary Group employs more than 13,000 people and manages over 100,000 units of accommodation throughout England and Scotland, including general rented, retirement living, supported housing, student and key worker accommodation and care homes. Sanctuary also provides a range of other services including maintenance, care, and telecare, all of which are delivered by our dedicated employees who are completely committed to customer service


Ready to join us?

As part of our commitment to making Sanctuary a great place to work, we offer you access to a range of great employee benefits and the opportunity to develop and progress within your career. Benefits include:


  • A pension scheme, with matching employer contributions from Sanctuary up to set limits
  • 25 days leave (rising to a maximum of 30 days) plus public holidays
  • Life assurance
  • Health & well-being plans
  • Discounted products & services
  • Personal advice and counselling
  • Family-friendly arrangements
  • Tax efficient savings through our Cycle to Work scheme
  • Learning and development opportunities
  • This role will involve driving on company business. In order to drive a company vehicle, drivers must hold a full valid UK driving license


To view the job profile please click here


Closing Date: 3 March 2021


We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.


For an insight into what it’s like to work for us, take a look at #LifeatSanctuary on Twitter’


Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers. 
We work closely with the Home Office in order to prevent unlawful working.
Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.

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