Customer Experience Manager

Kidderminster, Worcestershire (Hybrid Working)

We are looking for an experienced and customer focused Customer Experience Manager to lead our Customer Service Centre and Customer Resolution teams. You will create a high performing culture that puts customers at the heart of everything we do, ensuring enquiries, feedback and complaints are handled efficiently, professionally and with a focus on achieving the right outcome first time.

You will lead the management of the Customer Service Centre, ensuring customer contact is handled effectively across all channels and that colleagues have the support, guidance and performance focus needed to deliver a responsive and consistent service. You will also lead the management of customer complaints, including complex and escalated cases, ensuring compliance with the Housing Ombudsman Complaint Handling Code and relevant regulatory standards. Working closely with managers and colleagues across the business, you will help resolve service issues, embed learning from complaints and Ombudsman decisions, and support the development of services that improve the customer experience. You will also oversee customer contact and feedback systems, monitor performance measures, manage supplier relationships and contribute to service planning, reporting and budget management.

As a Customer Experience Manager, you will build a positive and collaborative team culture. You will lead, motivate and develop colleagues, supporting them to deliver excellent customer service and achieve performance targets. You will use your leadership skills to coach and develop teams, encourage continuous improvement and ensure accurate record keeping and consistent service standards. If you are an experienced people leader with strong customer service and complaint handling expertise, a passion for service improvement and the ability to influence positive change, we would like to hear from you.

If you feel you would be the right person for this role, simply apply now!

Community Housing

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Customer Experience Manager