Senior Customer Experience Officer

Oak Tree Housing Association

Greenock

Senior Customer Experience Officer

Full time, permanent

35 hours per week, Monday to Friday

EVH Grade 8 PA28: £51,075.00 – PA31: £55,259.00

We are recruiting for an experienced and customer-focused Senior Customer Experience Officer to lead the day-to-day operations of a newly established customer experience team. This is an exciting opportunity for a motivated professional who is passionate about delivering excellent customer experiences, driving service improvements, and leading a high-performing team.

Under the direction of the Director of Housing & Communities, you will lead on the delivery and development of our central hub, managing our front-line customer experience team to deliver a high-quality, responsive, and customer-focused service, ensuring customers receive an efficient, and professional service. You will proactively lead by example on all aspects of the role, promoting a positive workplace culture.

Candidates must have extensive hands-on experience in a customer service environment, demonstratable experience leading and motivating a customer service team, excellent communication and interpersonal skills, strong problem-solving and decision-making skills, the ability to analyse performance data and drive continuous improvement, as well strong organisational skills with the ability to manage competing priorities whilst keeping employee wellbeing at the forefront.

The Association is centrally located in Greenock, easily accessible from Glasgow and several other locations. In return, the Association provides excellent conditions of service. Employers in Voluntary Housing (EVH) Conditions of Service apply to this post. Full details are provided within the job pack.

If you meet the requirements for this post, please download the job pack from our website and apply by submitting an up-to-date CV along with a comprehensive covering letter including why you are applying for the post, how your skills and experience match the role requirements and what you can bring to the Association.

Please submit your application by email to Gil Boyle on recruitment@oaktreeha.org.uk

Closing date for applications:

4pm, Tuesday 22nd September 2026

Interviews:

Only applicants progressing to interview stage will be contacted, with interviews due to take place on Monday 5th & Tuesday 6th October 2026.

Oak Tree Housing Association is an Equal Opportunities Employer, welcomes applicants from all sections of the community, is an Investors in People organisation and is a charity registered in Scotland, registration number SC045300.