We are delighted to be recruiting for the newly created role of Head of Customer Shared Service.

The Head of Customer Shared Service will lead transformative initiatives that elevate the customer experience, deliver operational efficiency, optimise customer and shared services, and support colleagues to deliver brilliant outcomes for customers. The role holder will provide leadership and direction to teams working within Gentoo’s customer service to ensure delivery of the strategic and operational goals, championing Gentoo’s values and working to best practice. As a member of the Customer Senior Leadership Team, this role will work collaboratively across all teams and take the lead in the effective delivery of strategic and operational actions to ensure an outstanding and caring service for our customers

• Effectively develop operations within the Shared Service to evolve how service is delivered.
• Use customer and colleague insight to drive transformation and continuous improvement.
• Demonstrate a style of leadership that aligns with the Group’s vision and values and supports excellence to ensure an outstanding and caring service for our customers.
• Drives the successful delivery of services by ensuring consistent standards of performance are maintained and improved.

• Candidates will be educated to a degree level (or equivalent) in Leadership or People Management, with a recognised coaching qualification (ILM) or equivalent, or ability to work towards.
• Demonstrable experience in the Social Housing Sector, in the role of Head of Service / Function. With the proven ability to influence key stakeholders to evolve service and deliver organisational change.
• Experience and knowledge in supporting and leading transformational change across various social housing sector functions.
• A full UK driver’s licence.
• Able to demonstrate extensive problem-solving skills gained in a customer-orientated business.
• Experience in managing and motivating colleagues to deliver excellence. With excellent verbal, written and report-writing skills, with a track record of producing reports for key stakeholders including a Board.
• A strategic thinker who takes the big picture view as well as ensuring the right level of focus on operational activities, with experience developing and delivering on strategies and plans.
• Will have the proven ability to undertake robust analysis of performance and undertake positive measures to ensure challenging targets are met.
• Developed experience in creating group policies and procedures.
• Experience in setting ambitious targets to deliver performance and understands the importance of metrics and benchmarking.
• The proven ability to support and lead the colleague agenda to help transform how service is delivered.