Director of Customer Services

Introduction by Jason MacGilp, Group CEO

Hello. Many thanks for your interest in Cairn Housing Group and the post of Director of Customer Services.

Following a recent senior team restructure, we are now looking for an experienced and skilled colleague to complete the new look senior team.

We have made great progress over the last five years on modernising services, investing in systems and people, raising new finance, all underpinned by values that drive what we do, and how we go about our work. We now want to take things to the next level.  You will be joining a modern, progressive, outward looking organisation with a determination to continue to drive change and improvement in the interests of current and future customers.

This will be a highly visible and influential role both within and outwith the organisation.  Inspiring and directing housing and customer services staff and being an ambassador for the organisation to initiate and develop local partnerships will be a key accountabilities.  Top 10 performance and customer service excellence is our aim, and will be your responsibility to deliver.  You will make best use of our housing stock and meet local housing needs across our country.

Energy, initiative and credibility will be key.  We will want you to see the big picture, and with a clear attention to operational detail.  You will be comfortable and confident working collaboratively with senior colleagues, board members and the customer services team to drive change and improvement, as part of OneTeam. In a post-Covid environment, we are looking for fresh thinking about new service models to achieve efficiencies, make best use of staff resources and skills, and to exceed customer expectations, to become a truly 21st century service provider.

We are a growing and ambitious organisation, both through an active newbuild development programme and with potential for further partnerships and members of the Group.  Our core purpose of providing high quality services to tenants and other customers drive our business and our plans for the future.

Our Vision is Great Homes, Great services, Great People. If you can work with energy, pace, and focus to help us to achieve our objectives, then it will be good to hear from you.

I look forward to meeting with you.