Customer Experience Manager

Customer Experience Manager

Grade 8, £46,728 - £50,587

Permanent, 35 hours per week, Monday - Friday.

This new role is hybrid and you will be expected to attend our offices 2-3 days per week.

Are you customer-focused with experience in change management and process improvement? Can you analyse data and information, identifying areas for improvement, and devise and implement plans to deliver a consistent and excellent customer experience?

Job purpose:

As the Customer Experience Manager, you’ll play a pivotal role in shaping and delivering excellent customer service across our organisation. Housing experience is not essential – we are looking for candidates with experience in a customer focussed organisation including contact centres who can bring fresh, process-driven approaches to optimising our services.

Key responsibilities will involve:

• Digital Transformation: Shape / influence the digital transformation of our Customer Relationship Management (CRM) and related systems, ensuring a customer-first approach that maximises the use of technology.
• Customer Service Standards: Develop consistent customer contact service standards, ensuring a seamless service across all communication channels.
• Team Leadership: Manage the Business Support, Contact Centre Teams, supported by supervisors conducting regular team reviews, identifying areas for improvement and creating a culture of continuous learning and development that delivers on both our key commitments and operational performance standards
• Customer Feedback Analysis: Utilise feedback to identify trends, work with other teams to resolve service issues, and deliver excellent customer service.
• Process Improvement: Identify and implement process improvements across customer services, focusing on first-time resolution and service efficiency.

You will:

• Have demonstrable experience in a contact centre or customer service environment, with expertise in process improvement and digital solutions.
• A strong background in change management and implementing new approaches to improve customer service.
• Exceptional leadership skills, with experience managing teams and driving performance.
• Ability to build relationships and influence decision-making to enhance service delivery.
• Excellent communication skills to engage with customers, colleagues, and stakeholders.

Please find the full job description / person specification on our website for further details.

We will provide:

• 40 days leave per year (plus carer leave, emergency leave, etc)
• 7.7% or 4% employer pension contribution
• life assurance (x1 yearly salary)
• employer paid qualifications, training and professional memberships
• generous family friendly benefits and leave (matching shared parental pay to enhanced maternity pay)
• enhanced sick pay benefit (up to 6 months full pay)
• agile working options
• reward and recognition incentives
• 24/7 employee support (plus Health and Wellbeing initiatives)
• green initiatives (cycle to work, season ticket loans, pool cars)

To apply for this post, visit our website to complete our online application form by 25 October 2024

(CVs are not accepted)

Interview are expected to take place on 6 November 2024.