Head of Customer Engagement

Description

Care Dorset is a trusted local provider that delivers warm, compassionate care and support at prices people can rely on. We are driven by a simple idea: everyone should be able to thrive. To bring that vision to life, we now need a Head of Customer Experience who can lead the way in making every interaction, whether face-to-face, on the phone or online, feel personal, seamless and empowering.

Reporting to the Chief Operating Officer and guiding both our Safeguarding Lead and Engagement Lead, you will craft and deliver the customer-first strategy that underpins all our services. You will map the end-to-end journey of the people we support and their families, spot the pain points and turn insight into innovation—introducing digital tools, refining our Quality Standards and embedding a culture that listens and learns. Your oversight of the Care Dorset CRM will give you the data to set clear metrics, track satisfaction and retention, and present compelling reports to senior colleagues, while your leadership of complaints and safeguarding ensures every concern is resolved swiftly, respectfully and to lasting effect.

We are looking for someone who has already shaped first-class customer experiences in social care, healthcare or a comparable regulated environment. You will combine strategic flair with hands-on credibility, balancing creativity with the rigour needed to meet Care Quality Commission requirements. You are comfortable leading cross-functional teams, juggling budgets and deadlines, and influencing at every level from community partners to the Board. A degree or equivalent professional qualification will support your expertise, and you will bring a data-driven mindset, an instinct for innovation and the emotional intelligence that keeps vulnerable people at the centre of every decision.

In return, you will join an organisation that values inclusivity, champions professional growth and is committed to setting new standards for person-centred care across Dorset. If you share our passion for outstanding customer experiences and have the drive to turn vision into everyday reality, we would love to hear from you. Apply today and help us ensure that every individual we support feels heard, respected and able to live the life they choose.

To view the job description and person specification, please scroll to the bottom of the page, tick to agree to the privacy policy, then click 'Continue to full details'.

Further info

For more information, you can visit our dedicated website https://join-caredorset.co.uk/ and contact our search partners, Ben Parsonage ben.parsonage@gatenbysanderson.com and Alfred Leigh alfred.leigh@gatenbysanderson.com at Gatenby Sanderson.