Sherrington Associates have been appointed as the retained executive search partner for a leading housing association and home care service provider in Manchester. With approximately 9,000 properties under management serviced by a dedicated workforce of 500 spread across multisite locations, they have grown steadily since their inception in 2005. They are a “profit-for-purpose” organisation, striving for a society transformed, free from poverty, inequality and injustice and are regulated by the Homes & Communities Agency (HCA).
The trust's independent living services provide housing with support and 'care in the home' services for customers across the borough as well as alert and response and social opportunity services. The organisation is exceptionally customer focused and is continually reviewing ways to improve customer experience and enhance the lives of customers.
Following a recent restructure, an opening for a Director of Customer Operations has been identified to lead the customer operations teams that deliver these crucial services on behalf of the group. The directorate comprises 150 staff dispersed across several locations including teams in business development, contact centres, field services, quality assurance and income management. In addition the DCO will lead delivery of a flagship new community and wellbeing centre that has recently opened it's doors in the community at an investment of £20m by the trust.
We are looking to talk with highly experienced senior leaders in the housing and healthcare sectors, capable of supporting the strategic goals of the trust through their delivery of initiatives that will grow revenues, increase margin and continue to enhance the overall customer experience. This is a pivotal role in the trust and the successful candidate will require the following attributes.
Essential Skills & Experience
The Director of Customer Operations must have extensive experience of:
- Creating a customer-centric culture and ways of working;
- Leading a complex operational environment delivering multiple free and fee-based customer offers;
- Optimising a multichannel operating model (field, digital, social, telephone);
- Delivering commercial targets and improving the performance of commercial offers;
- Customer acquisition and retention, both B2B and B2C;
- Leading a multi-site team of over 100 customer facing professionals;
- Improving the efficiency of people, process and technology;
- Transforming operational performance outcomes.
Desired Skills & Experience
It is also preferable for the Director of Customer Operations to have direct experience of:
- Working in multiple sectors, with the health services sector (public or private) of particular interest;
- Managing relationships with a range of stakeholders, predominantly in the public, voluntary and local authority sectors;
- Partnership working;
- Developing business cases for the development of new product and service offers;
- Leading culture change programmes;
- Overseeing the transformation and/or expansion of a Target Operating Model to reach more customers with more services in more geographic locations;
- Deploying technology as a strategic differentiator.
Interested parties should apply with a full CV and covering letter to Sherrington Associates, marking their email for the attention of the retained consultant - Rob McKay.
Email - info@sherringtonassociates.co.uk
