Customer Experience & Quality Manager Location: Birmingham, Bath Row, B15 1LZ Salary: £60,606 per annum Hours: 35 hours per week Contract: Permanent
As a leading Housing organisation, we take pride in ensuring our tenants receive the highest level of customer service whilst remaining focused on the changing regulatory landscape. Join us now as a Customer Experience & Quality Manager where you'll lead the customer complaints process and customer safeguarding, ensuring we deliver a consistently brilliant service that our tenants deserve.
Reporting to the Head of Customer Experience, you'll oversee an effective best practice framework, through which improvement objectives can be delivered. You'll lead and motivate your team to investigate complex customer complaints in a challenging and time bound environment, in line with the Housing Ombudsman's Complaint Handling Code. Working collaboratively with frontline teams through to Directors, you'll adopt a solution focused approach to discovering underlying issues through root cause analysis, driving early dispute resolution and embedding a culture of brilliant customer service to ensure solutions are found and put in place to prevent future complaints.
You'll also assist in the development of continuous improvement within customer service and use customer feedback to increase reliability and consistency in the delivery of service standard across the organisation, as well as escalated complaint handling.
This is a brilliant opportunity to join us, but don't just take our word for it, hear from our Interim Head of Customer Experience - 'Complaints are high on the agenda at the moment across the sector and this role is a very important, influential role. It is an exciting time at the moment as we are taking the time to review how our Customer Experience team work and adapt our approach to how we deal with our complaints in the best way possible. The Customer Experience team sits at the heart of the company and can make a real difference to the service we offer to our tenants.'
Our ideal candidate? We're looking for a person who is highly organised, solution focused and is able to manage a variety of stakeholders brilliantly. You'll also demonstrate the following experience:
- You'll have experience of leading, managing and developing a team in a complaints or customer-centric services environment.
- You'll have extensive experience of delivering service improvements in a heavily regulated, operational environment - experience within Housing Associations and/or Local Authorities, accompanied by knowledge of the Social Housing White paper and/or practical Housing Management experience would be beneficial.
- You'll be competent at analysing and interpreting complex information, and be able to provide remedies and solutions that maintains customer service at the forefront of all decision making.
- You'll have strong communications skills, both written and verbal, with demonstrable experience of influencing, negotiating and engaging with cross functional customer facing teams.
- You'll hold or be willing to achieve a Level 4 Housing qualification.
We're a Smart Working organisation where you can expect to be present in the office for 3 days a week - in a role where you'll be leading a newly established team and working closely with stakeholders across the business, this is important to us.
Who are Midland Heart? We're a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.
We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times).
Applications close at midnight on Tuesday 20th August 2024.
Suitable candidates will be invited to take part in an assessment expected to take place on 04th/05th September 2024.
Interested?
If you would like to apply and find out more about this position, please click the apply button to be directed to our website.
We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
No agencies please.