Customer Experience Manager - Social Housing

Maintenance Contractor

Full time, Permanent

Office based in Slough

40,000 PA + Benefits

Previous experience is required

Summary:

Responsible for the promotion and delivery of high standards of customer service & corporate social responsibility, through the development, implementation and management of customer service standards and delivery of community events which support the Company and regional business plans.

Responsibilities:

Managing a team of x2 administrators

Ensure that HSE&Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times

Demonstrate respect, sensitivity and discretion in a public facing role.

Continuously look and seek improvements and innovation to ensure we are continuously perceived as the market leaders and the contractor of choice.

Lead the planning, preparation and implementation of the resident liaison strategy in conjunction with the Operations Manager.

Establish and maintain key strategic relationships with both internal and external stakeholders and ensure that the liaison responsibilities are being fully delivered for each project.

Produce regular KPIs for customer care for review by clients and Company management team.

Ensure minimum standards are set, achieved, maintained and communicated on all customer care related activities as required.

Attend regional management and site meetings and attend Client core group meetings as required.

Assist in the organisation of reality checks for potential new clients / customers when visiting site. Ensure residents have been appropriately selected and resident liaison team are available to assist

Oversee the effective management of conflict, ensuring problems, disputes and complaints are fully investigated and resolved within specified time scales and outcomes are appropriately communicated to affected stakeholders.

Manage all employee related matters, liaising with People Services as necessary.

Contribute fully to the development and implementation of Company policies and procedures.

Marketing the business with existing and new clients to assist the business development team.

Requirements:

Minimum relevant Level 4 qualification (HNC/NVQ4 etc.)

Proficient in Microsoft office packages

Strong written and verbal communication skills

Excellent presentation skills

Full Driving Licence

Project management experience

Proven ability to manage conflict resolution

Line management experience

Previous experience in a customer facing role

Customer Experience Manager - Social Housing

Maintenance Contractor

Full time, Permanent

Office based in Slough

40,000 PA + Benefits

Previous experience is required