Head of Customer Service Improvement

  • Job Reference: 215354
  • Date Posted: 9 July 2024
  • Recruiter: Accent Housing
  • Location: Peterborough
  • Salary: £59,952
  • Sector: Trades & Services
  • Job Type: Full Time Flex
  • Work Hours: Full Time

Job Description

At Accent we believe everyone has the right to a safe, secure and warm place to call home. Are you ready to go above and beyond to ensure we are improving the service we deliver to our customers?

We’re looking for a Head of Customer Service Improvement to join our team in Peterborough.

About the role and person:

Monday – Friday

As our Head of Customer Service Improvement, you’ll lead the Customer Resolution Team, taking a strategic, forward-thinking view of the service and ensuring that Accent is effective in managing and learning from customer complaints. You’ll effectively manage the budget for the team and work closely with the Housing Ombudsman Service to ensure all regulatory returns and requests for information are handled in a timely manner and that we build a strong external reputation of trust, transparency, and a willingness to learn and improve. Working closely with other teams across the business, you’ll identify opportunities to enhance services to our customers reporting key learning and required improvements to the Senior Leaders. This is an exciting opportunity to develop and design a new complaints service that will drive continuous improvement for Accent.

What skills/behaviours do you need to be our Head of Customer Service Improvement?
  • Passionate about meeting customer needs and improving services.
  • Previous experience of leading and delivering a robust complaints service.
  • Good experience of establishing a root cause analysis framework and driving complaints reduction initiatives with tangible results.
  • Good experience of driving high performance standards within a regulated complaints function, focused on quality and customer outcomes.
  • Articulate and passionate in presenting the insight obtained through complaints to different audiences.
  • Excellent analytical and problem-solving skills with an understanding of risk management.
  • Excellent communication, stakeholder management and organisational influencing skills.


The successful candidate will be required to live within a commutable distance to our Peterborough office with travel to other offices as required.

We’re a keen promoter of agile working and encourage the use of working from home, as long as we meet our customer’s needs.

We’ll provide you with the equipment and software that you’ll need for the purpose of your role however it will be your responsibility to have an appropriate space to work from as well as a suitable broadband connection/provider.


The spot salary for this post is £59,952 per annum for applicants who fully meet the requirements of the post. Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary.   

What will you get from us?

In addition to a competitive salary and agile working, we also have a focus on employees’ development. We support both professional and personal development, ensuring everyone has a development plan and provide access to a wide range of internal and external learning resources.

You’ll also receive:
  • 28 days paid holiday (pro-rata excluding bank holidays) per year rising by 1 day per year up to a maximum of one working week.
  • A choice of Pension Schemes including a Defined Benefit Scheme with a 7.5% member contribution or a Defined Contribution Scheme with a 4% member contribution and 4% employer contribution. Both pension schemes provide Life Insurance Cover.
  • Option to purchase additional holiday of up to 2 of your working weeks (at managers discretion.
  • Employee Assistance Programme.
  • "Hapi" Benefits App with multiple discounts.
  • Cycle to work scheme.
  • Free on-site gym
  • Free parking

Who are Accent?

We own around 20,400 houses across the North, East and South of the country. They are home to over 41,000 customers. We exist to improve lives, providing people with high quality homes, affordably. Whatever their housing need, whether family, single, older or more vulnerable – our customers come first. They are always at the very heart of our business.

If you feel great about putting customers first, then we feel great about you joining the Accent team.

And we are a team. We live and breathe our values – we are Smart, we are Driven, we are Caring, and we are Inclusive – are you? If you can do what’s right and challenge what you think is wrong, relish the opportunity to work with some fabulous colleagues to improve the customer experience and make sure we keep to our promises, then you are the person we are looking for.
If you require reasonable adjustments to any part of our recruitment process, please let us know we will ensure requirements are met.

Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.

If you have any queries about the role, please email us.

Please note candidates must have current eligibility to live and work in the UK, Accent does not currently hold a sponsorship licence.

Join us and start your own journey with Accent. We aim to be number one, and you could help us get there.

You may also have experience in the following: Customer Service Lead, Customer Manager, Customer Experience Manager, Customer Improvement Manager, Customer Services Manager, Head of Customer Service, etc

REF-215 354