Head of Customer and Business Intelligence

Job Reference HPG/TP/751/667

Number of Positions: 1

Contract Type: Full Time / Permanent

Working Hours: 36

Location: Telford

Closing Date: 01/07/2026

Job Category: HPG - Central Services

Region / Division: HPG - Central Services

Business Unit: Integration and Change

Job Title: Head of Customer and Business Intelligence

Salary: £74,358 per annum plus 10% car allowance

Location: Stafford/Telford - Hybrid

Hours: 36 hours per week

Contract Type: Permanent

About the role: We have an exciting opportunity for a Head of Customer and Business Intelligence to join our leadership team. This role is central to shaping how we gather and use customer feedback, transforming data into meaningful business intelligence, and ensuring compliance with consumer standards.

• Collaborate with the wider leadership team to deliver and implement organisational strategy
• Enable high performance by supporting leaders with insight, challenge, and services that drive positive outcomes
• Build strong partnerships with senior colleagues to achieve shared strategic goals
• Provide data-driven insight to influence decision-making, operational planning, and service delivery
• Identify opportunities for improvement and recommend changes that support organisational integration and realisation of merger benefits
• Contribute to governance frameworks, policies, and systems across a complex organisation with diverse stakeholders
• Play an active role in wider organisational discussions, contributing beyond your specific area of expertise

You are an experienced and effective leader with a proven ability to drive performance and develop high-performing teams. You will bring:

• At least two years' experience operating at Head of Service level or above
• Strong knowledge of the housing sector, including regulatory and legal frameworks
• Extensive experience managing customer-focused services such as engagement or complaints
• A solid understanding of key regulatory returns, including Statistical Data Return, Tenant Satisfaction Measures, and Complaints Annual Returns
• Experience leading and managing services within a regulated environment

We can offer 31 days holiday, bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme. Please see our HPG Benefits page for more information.

We're one of the West Midlands' largest housing and care providers, with over 33,000 homes and a bold vision for the future. We create places people are proud to call home.

The way we work is shaped by three simple behaviours:

• Own it - make it happen
• Improve it - move things forward.
• Live it - show understanding and compassion

We're building something special and need talented people to help lead the way. There's never been a better time to join us and make a real difference.

The Housing Plus Group is an inclusive employer committed to supporting all employees. We know that people perform better when they can be themselves, so creating a culture which is inclusive isn't only the right thing to do, but is crucial to the success of any organisation. All of our employee networks make a positive contribution to how we are able to support all of our staff and includes networks such as our LGBTQ+ employee group, disability positive, heritage and culture and our allies' network.

Interviews may take place throughout the advert

• We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.
• We may close this vacancy early if we receive a high volume of applications.
• If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.

Terms and Conditions are subject to review and may be amended from time to time, any changes to benefits advertised would be discussed during offer and onboarding.