Executive Director Of Customer Service
Riverside Group is one of the leading providers of social housing in the UK, with over 75000 homes, assets of over £4bn, and working with over 160 local authorities across across England and Scotland. For almost 100 years they have provided care and support, and affordable housing to people of all ages and circumstances throughout England and Scotland. As a member of the Executive Leadership Team, my role is to help shape Riverside’s strategy, providing leadership across the whole business, with functional responsibility for Customer Service.A national role leading a team of c750 people across multiple sites, covering Shared Services, Social Housing and Home Ownership, delivering tenancy management, income collection, rent and service charges, allocations and lettings, telephone and digital customer services and sales. Budget: c£400m Specific responsibility for- creating and implementing our customer strategy to improve customer experience and satisfaction.- development of an improved digital offering, - developing and implementing strategies to respond to changes in our external operating environment (e.g. welfare reform) and specifically Universal Credit- promoting cohesive, sustainable communities and neighbourhoods- developing an effective customer engagement framework, so that customers can scrutinise our performance and influence the design and delivery of service- acting as Group lead on Consumer Regulation and complaint handling- managing rents and service charges (c£350m and £40m respectively)In addition to Group-wide functional responsibilities I also have line management responsibility for the Managing Director of Riverside Scotland, a subsidiary housing association and am Company Director of Evolve Maintenance Services
