Director of Customer Experience

The Role

bpha is seeking a Director of Customer Experience to shape how it listens to customers, understands their needs and turns that understanding into better services. With over 20,000 homes and the highest regulatory gradings of G1, V1 and C1, bpha has a strong platform from which to build. Its ambition now is to make services easier to access, strengthen customer trust and ensure that improvements are felt in everyday interactions.

Reporting to the Chief Operating Officer, you will bring together customer contact, complaints, customer voice and insight within a single portfolio. This creates a significant opportunity to connect what customers tell bpha with how it sets priorities, designs services and measures success.

The role combines direct leadership of customer experience services with influence across the wider organisation. You will work alongside fellow directors to tackle the root causes of repeat contact, inconsistent communication and unresolved concerns, establishing clear, consistent expectations for customers. Your impact will extend across the entire customer journey, from the first request for support through to timely and effective resolution

There is scope to shape both the immediate improvement priorities and bpha’s longer-term approach. You will strengthen how customer evidence is brought together, ensure that a diverse range of voices inform decisions and make complaints learning a l driver of change. Alongside this, you will lead customer contact and access, ensuring services are responsive and straightforward to use.

Achieving C1 provides an important foundation, but bpha remains ambitious about the quality and consistency of its customer experience. This role provides the authority to set direction and the opportunity to establish a clear connection between listening, decision-making and delivery. Success will be visible in improved satisfaction, reduced customer effort and greater confidence that bpha acts on what it hears.

The Person

You will be a senior customer leader with a track record of turning insight into better services. Your experience may come from housing or another complex service environment, where you have brought customer contact, feedback and improvement activity together to achieve measurable results.

You will understand how to identify the causes behind customer dissatisfaction and secure action across organisational boundaries. You will be able to demonstrate where your leadership has improved access, strengthened communication, reduced repeat demand or changed the way services are delivered.

Influence will be central to your success. You will build credibility with fellow leaders, challenge established approaches constructively and make a clear case for change. You will also be an effective people leader, developing teams that combine empathy for customers with ownership of performance and results.

Sound commercial judgement will matter. You will recognise where better customer experience can also improve efficiency, and make proportionate decisions about priorities, resources and investment. An understanding of the expectations placed on a regulated landlord, including complaints handling and customer accountability, will be important.

For someone seeking a role with both direct service responsibility and wider organisational influence, this is a substantial opportunity. You will be able to shape how the views and experiences of thousands of customers inform bpha’s decisions, with responsibility for seeing that work through into practical improvements.

For more information, please contact Tom Neely at Sign in to view email or Eliot Jeffries at [email protected] / 07985 791149 at Neemar Search.

Our Commitment to Inclusion

bpha is committed to building a diverse, inclusive and values-led organisation. We welcome applications from individuals of all backgrounds, experiences and perspectives. Our recruitment process is fair and accessible, ensuring equal opportunities for all candidates.

As a Disability Confident employer, we are happy to make reasonable adjustments throughout the process. Please let us know if there is anything we can do to support you.

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