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Ref no:
WHG00022
Published:
21/02/2020
Closes:
06/03/2020
Location:
Lipton House, 170 Crown Street, G1 1HL
Salary:
£96,000 per year
Contract Type:
Permanent
Position Type:
Full Time
Hours:
40 hours per week

Wheatley is Scotland’s leading housing, care and property-management group.

The Wheatley family – through our Registered Social Landlords, care organisations, commercial subsidiaries and charitable Foundation – owns and manages over 90,000 homes and delivers award-winning services across 18 local authorities.

The role of Director of Customer Services offers the opportunity for an inspirational leader with entrepreneurial flair. The successful candidate will have the opportunity to lead a high-profile, award-winning team. This will be a demanding post requiring an accomplished customer experience leader in an omni channel customer service environment. Wheatley’s customer service centre is not a typical customer contact centre environment, and prior experience of working with difficult to reach or digitally excluded customers is essential, ideally from experience in the Social Housing, Local Government, Health or Utilities sectors. We are looking for the following:

  • Strategic leadership experience gained within a large and complex environment.
  • Experience of leading large teams through significant technological and operational changes.
  • Knowledge of best practice use of technology and systems relevant to the role.
  • Experience of designing and achieving a successful customer migration to digital self-service.
  • Experience of creating an effective and compelling digitally led customer service offering.
  • Experience of delivering diverse change programmes as an autonomous leader.
  • Experience of offering strategic guidance to Board level and designing and implementing organisational customer service strategy.
  • Strong operational experience and ability to demonstrate effective partnership working with diverse functions within an organisation.
  • Proven track record of delivering value for money services and coordinating disparate functions to achieve excellent levels of customer service and outstanding performance results.
  • Experience of exercising effective judgement within constrained timescales & resources within a highly pressurised and regulatory environment.
  • Demonstrable success in engaging stakeholders to deliver key business outcomes on major programmes/projects.