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Director of Customer Experience

The Role

Trust Housing Association

Director of Customer Experience

Salary: £94,456 plus £532 per month car allowance

Edinburgh / Hybrid Working


Do you want be part of an Executive Team  for an organisation with a social purpose and recognised as an Investors in People ‘Platinum’ employer? How about a sector-leading organisation with a bold strategy?

If so, Trust is looking to recruit an exceptional Director of Customer Experience.

Trust – which will celebrate its 50th birthday in 2023 – was born out of a philanthropic movement in the 1970s and has grown into a national and forward-thinking social landlord, with over 3,600 homes across the length and breadth of Scotland. Trust has a presence in 23 out of the 32 local authority areas in Scotland, with a third of our business now located in North Lanarkshire following the acquisition of Wishaw and District Housing Association in 2019. Our main offices are located in Edinburgh, Glasgow and Wishaw.

Trust – who have an annual turnover in the region of £34m – has a diverse portfolio with its primary social rented offer including general needs housing for households of all ages and housing for older people. In addition, it provides some mid-market homes and shared ownership and acts as a property manager for homeowners and sharing owners in areas where they have an interest.

Trust is one of Scotland’s largest housing, care and support providers for older people. It has specialised in housing, care and support services for older people for almost 50 years. They offer a wide range of services – from landlord only to care and support – that are flexible and tailored to the needs of individuals.

Trust is much more than a landlord and service provider though. They are an organisation who care with a positive and inclusive culture at the centre of their DNA.  The organisation exists to make a positive difference to the lives of their customers and the communities they serve. Customers are at the heart of everything they do, and their services are very people focused. As such, Trust is a large employer with over 700 full and part-time employees working across Scotland. They are a ‘Investors in People Platinum’ and ‘Leaders in Diversity’ accredited employer.

Trust is an organisation that has never stood still and is continually evolving and growing. Their business strategy – The Time is Now – sets out a bold vision for the future and puts its customers and frontline teams at the centre of a growing business. The strategy is investing in a sustainable and net zero future that is striving for 10/10 customer and employee experiences that are co-designed with the people who use and deliver the services, supported by sector-leading technology.

Due to retirement, Trust is excited to recruit a new Director of Customer Experience to continue driving exceptional customer services across the organisation and play a leading role in the implementation of The Time is Now.

The role – which is part of the Executive Team – will provide leadership and direction across all landlord, care & support, and catering services, ensuring appropriate strategies, policies and procedures are in place to deliver the highest quality of service and performance. The role will also support new opportunities for service development and work with technology and data to grow capability and create experiences and solutions that put people first.

The Director of Customer Experience will monitor and optimise the systems and processes in place to ensure both best service and ongoing regulatory compliance, including working with digital and data to keep all processes modern and as efficient as possible. The Director should be proactive and energetic in their approach to this work and to working with the Executive team, Board and staff team on all strategic and operational aspects of best practice and service development.

Candidates must possess significant experience at a senior level across the following areas:

  • Leadership and coaching
  • Delivering exceptional customer experiences, ideally with experience of co-design
  • Using technology and data to drive improvements
  • Performance management
  • Risk management
  • Budget management

Ideal candidates will possess a formal qualification in a relevant professional discipline alongside a corporate membership of a relevant institute or professional body and be committed to continuing professional development. Candidates must also be able to demonstrate experience of managing teams at a senior level and be comfortable reporting to Boards and Committees in an advisory capacity. Direct RSL experience is desirable but where this is not possessed candidates must be able to evidence transferability to the sector and an understanding of its regulatory demands.

Further information is available below:


Job Description


Summary of Terms and Conditions of Employment