Nick Batt
Chief Operating Officer @Connexus
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WORK HISTORY
Chief Operating Officer @Connexus
Executive leadership role, reporting directly to the CEO, with responsibility for the end‑to‑end customer experience at Connexus. I lead a large, multi‑disciplinary operational team of ~350 colleagues delivering housing management, customer services, repairs and maintenance, later living and support services, and building safety and compliance.I hold group‑wide ownership of our Customer Service Strategy and am the executive voice of the customer, ensuring insight, feedback and satisfaction measures shape both strategic and operational decisions. I work closely with Executive and Non‑Executive colleagues to translate our Corporate Plan into services that are safe, responsive, compliant and focused on what matters most to customers.My role is central to Connexus’ ambition to be a leading rural housing association and to deliver strong, sustainable sector performance. My responsibilities include- Strategic leadership of all customer‑facing services, with clear accountability for consumer regulation, building safety and compliance- Oversight of resident engagement and Tenant Satisfaction Measures, using insight, data and benchmarking to drive improvement- Leadership of repairs and maintenance services, improving performance, productivity and communication with customers- Driving a strong performance culture, delivering efficiencies through service modernisation and reinvesting in better customer outcomes- Preparing for regulatory scrutiny, managing operational risk and maintaining customer trust and organisational reputation.Connexus is a rural housing association providing nearly affordable homes and support services across Shropshire and Herefordshire. Based in the Shropshire Hills AONB, we are driven by our Rural Ambition — delivering better rural affordable housing, investing in communities, supporting skills and jobs, and improving infrastructure and connectivity.
EDUCATION
University of Lincoln
BA (Hons) Business Studies, Personal Financial Management
ABOUT NICK BATT
Executive leader in the social housing sector with a deep background in CX leadership, people development and operational improvement. I thrive on steering teams through periods of change, collaborating to be consistently brilliant at the basics, earning the right to drive innovations that enhance experiences and deliver business value. The key skills I bring include-> Leading, influencing and collaborating -> Full end-to-end CX enhancement-> High impact communication-> Effective people development -> Complex stakeholder management-> Confident, decisive decision maker
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