Customer Experience Manager

Ref No: QCH573
Hours: Full Time (35 hours per week), Monday - Friday.
Department: Finance & Corporate Support (Executive Office).

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.

Further information, including the full job description and person specification is available to download from our website.

We will:

Provide a generous pay and reward package, including 40 days leave per year, 7% or 4% employer pension contribution, agile working options, green initiatives, family friendly policies, health & wellbeing commitment and much more. Read all about our benefits and commitments here.

This new role is hybrid and you will be expected to attend our offices 2-3 days per week. This is a fantastic opportunity to join our organisation as we develop our 2025 - 30 business plan.

How to apply:

Download an application and return it via the email detailed on the form by the relevant closing date. Alternatively, you can complete our online application form by the closing date specified.

Further information about our recruitment process can be found in our recruitment guidance note.

If you have any questions regarding this vacancy, please email Recruitment@qcha.org.uk

CVs will not be accepted.

Closing Date: Midnight on Friday 25 October 2024.

Interviews are expected to take place on Wednesday 6 November 2024.