Executive Director of Customer Experience (Repairs)

Date Posted 15/03/2024

Application Closing Date 12/04/2024 09:00

Salary Up to £149,000 per annum

Location Salford

With tenants at the heart of all we do at ForHousing, we aim to develop an excellent reputation for affordable, quality, well maintained homes in each of the 24,000 homes we own or manage across the North West. We are passionate about creating safe, well-maintained homes and delivering customer focused, equitable and efficient services – as well as being a great place to work where our colleagues can thrive.


Our vision is to positively impact the lives of our social housing tenants, with everything we do having this at its core. Our 2023-28 Strategy was developed having consulted with and listened to our tenants, colleagues, partners and stakeholders to identify what matters to them.


This is a newly created opportunity for an exceptional customer experience professional to join us and play a key role in delivering our promises, ensuring that we provide safe, well-maintained homes and consistently deliver an exceptional and customer focused repairs service. We have made many positive changes recently and this new role, which reports to the Deputy Chief Executive, will be a key member of our customer focused Executive Management Team.


We are particularly keen to attract candidates with an outstanding track record of transforming performance and satisfaction at every stage of the customer journey. Housing sector knowledge is not essential, although insight into a similarly regulated industry would be beneficial. As a strategic leader who has delivered high-performing services, you will have thrived in a values-driven culture such as ours where your partnering, influencing and commercial skills have had a sustainable impact. Our repairs service is provided by an external partner, so experience of managing a comparable contract would be helpful although not essential.


We pride ourselves on creating an inclusive organisation and we particularly welcome applications from candidates who are currently under-represented in strategic leadership roles in our sector, including women, people from ethnic minorities within the UK, LGBT+ people, disabled people and people with personal experience of living in social housing.


If you have led customer experience with successful service improvement and satisfaction outcomes, then please download the candidate pack from: www.gatenbysanderson.com Should you then wish to discuss the opportunity further, please contact GatenbySanderson: Nick Roberts on 07393 013697 or Tim Hills on 07393 011130. All applications should be received by 9am Friday 12th April 2024.