Group Director of Customer Experience
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Group Director of Customer Experience
ACHAG2 £77,811 - £91,543
Permanent
35 hours per week
Across Argyll and Bute, Hybrid
This is an exciting time for the ACHA Group, as we continue our transformation journey which will fundamentally reshape how and what we do.
We are looking for an ambitious and dynamic individual to join our Senior Management team as the Group Director of Customer Experience, who will work with us to translate and implement this programme of change. Providing excellent customer services is at the heart of what we do and we are looking for a leader who will help revolutionise the customer journey provided by the ACHA Group, strengthening processes and procedures to create an engaging and expert customer experience which empowers staff to deliver excellence.
The Group Director of Customer Experience is accountable for the strategic leadership, and operational performance of the Association’s Customer Service Centre, Housing and Estate Management Teams, Care and Support Teams, Information Technology, Transformation and Business Improvement Teams, and ensures that all related policies, systems and processes follow best practice and regulatory compliance. The Group Director will oversee the implementation of a new Housing Management System, in line with the Group Target Operating Model.
This is a permanent role which will allow you to work flexibility with home working and office working at any of our seven office locations in Argyll and Bute (Helensburgh, Dunoon, Oban, Lochgilphead, Campbeltown, Islay and Rothesay).
As Scotland’s eighth largest housing association, Argyll Community Housing Association provides 5174 affordable homes for rent, houses over 10% of the population of Argyll and Bute and employs around 285 staff. The Association covers an area of outstanding natural beauty with more than 3,000 miles of coastline, which is one of the largest and most sparsely populated areas in Scotland and has a population of 88,050 scattered across an area of nearly 2,700 square miles. ACHA has housing stock in the six main towns, 11 inhabited islands and most villages throughout the region.
As an ACHA Group employee you will enjoy a fantastic range of benefits including;
- 25 days annual leave (which increases with time served) and approx. 12 public holidays
- A paid day off for your Birthday every year
- Strathclyde Pension Fund or Now Pension Scheme Membership
- Health Shield Cash Plan
- Breeze (which includes 24/7 GP access, wellbeing support and great employee discount perks)
- Group Life Assurance
- Flexible & Hybrid Working
- Enhanced Maternity and Sick Pay Benefits
- Cycle to Work Scheme
- Holiday Buy and Sell Scheme
- Tusker Car Scheme
- Access to Aviva DigiCare+
This post requires
- Basic Disclosure Scotland check
- Full UK Driving Licence
- Access to a vehicle insured for business use
This is a great opportunity for an ambitious and innovative leader who enjoys a challenge and will join us in motivating, inspiring, coaching and leading our people in what is an ambitious and challenging transformation agenda.
To apply visit the recruitment section of our website at www.acha.co.uk. If you cannot access the website, please contact the recruitment team: 01546 605964 or email recruitment@acha.co.uk
For more information, please contact Michelle Mundie on 01546 605926 or email michelle.mundie@acha.co.uk
Closing Date: 12 noon on Friday 20th November 2026
The Company
The Group is made up of Argyll Community Housing Association (ACHA) which is a Registered Social Landlord and Argyll Homes for All (AHFA) which is a wholly owned repairs and maintenance subsidiary of ACHA.
As Scotland’s twelfth largest housing association, ACHA has approx. 5200 affordable homes for rent, which is over 10% of Argyll and Bute’s population. The ACHA group employs around 285 people.
The reason we exist is to provide quality, affordable, sustainable homes for our tenants. Our vision is that we will deliver quality housing and more homes in great places to live and work.
Argyll Community Housing Association is a Fair Work First committed employer.
The Benefits
About Us
- Delivering more homes in great places
- Achieving housing quality & affordable warmth
- Enabling ACHA to be a sustainable business
- Realising the ACHA transformation programme
- Delivering effortless customer experiences
Delivering quality housing and more homes in great places to live and work.
Implicit in this vision is ambition that:
- All homes meet consistently high quality standards
- Our homes connect people to jobs and retain/attract a working age population
- The ACHA Group is a great place to work
Providing quality, affordable, sustainable homes.
Simplify it
We believe in streamlining how we work to achieve effortless customer experiences
Own it
We believe in being accountable for achieving the right outcome for customers and for ACHA
Share it
We believe that when we work together anything is possible - we can be creative and achieve great things
Go for it
We believe in each other and through trust we are empowered to push boundaries and achieve excellence
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