About the role:

Gentoo is a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford.
We are delighted to be recruiting for the newly created role of Head of Customer Shared Service. We are looking for a candidate who can inspire others through confidence and who can demonstrate leadership to deliver a caring and outstanding service to our customers.
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
The role is subject to a basic DBS paid for by Gentoo.
Key responsibilities will include the following, a full job description is available to view at www.gentoogroup.com/careers
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.

What we are looking for:

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.

Some of our great benefits include:
31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year.
12.30 pm finish on a Fridays
Flexible and hybrid working.
Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover.
Access to private healthcare through the Health Cash Plan.
Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
Salary sacrifice electric vehicle scheme
Enhanced family-friendly leave
Car mileage allowance if you use your personal vehicle for business purposes.
Life assurance cover to the value of 3 times your annual salary.

Closing date:

29-Jul-2024

Interview date:

7-Aug-2024