Thirteen Group
Customer Experience and Service Improvement Manager
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Join us as a Customer Experience and Service Improvement Manager (internally known as Customer Journey and Service Design Lead) at Thirteen Group!
Role Overview
Do you have a passion for transforming customer experiences and redesigning services to deliver better outcomes?
As Customer Journey and Service Design Lead, you’ll be at the forefront of transforming how customers interact with our services. Championing the customer voice, you’ll work across Thirteen to design and deliver improvements that make our services seamless, customer-centric, and even more accessible.
Working closely with our Insight Lead, you’ll map, analyse, and refine customer journeys and interactions to enhance service delivery and make a genuine difference to peoples’ lives.
If you have experience of shaping and evolving customer-facing services and re-imagining how services are delivered, we'd love to hear from you.
This is a roam role, so you’ll work at least three days a week from our fantastic office at Hudson Quay in Middlesbrough. We’ll need you to be flexible around business and team need, so you may need to come into the office more frequently when required.
Thirteen Benefits
- Salary £45,666 per annum
- Annual leave starting at 28 days and rising to 31 days after three years, a day off for your birthday, plus bank holidays.
- Pension up to 17% contributions (flexible contribution rates of up to 7% colleague and up to 10% employer).
- Simply Health: save money on common health expenses and get access to health and wellbeing support services.
- T’dar: our Discount and Reward platform giving you huge savings on everyday brands.
- Opportunities to buy and sell annual leave
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Key Responsibilities
- With overall responsibility for enhancing and transforming the customer experience, you’ll collaborate across teams and services to redesign customer journeys, embed feedback, and support teams to deliver better outcomes.
- Work with our central change team to help lead customer journey mapping and service design activity, using themes and insights to identify opportunities to drive service improvements.
- Design and deliver skills development and coaching programmes to customer-facing teams. You’ll embed clear and consistent standards, processes, and expectations in core frontline service delivery.
- You’ll ensure customer journeys reflect the diverse needs of our customers, with a focus on service accessibility, inclusion, and regulatory compliance.
- Thinking differently and challenging the status quo, you’ll play a key role in process reviews and service redesign projects to resolve challenges and deliver tangible outcomes for our customers.
About You
- Passionate about continuous improvement and innovation, you’ll have experience leading and reviewing service improvement initiatives and customer journeys.
- Your experience may come from specialisms such as customer engagement, service development, or business transformation and improvement.
- The ability to coach and develop colleagues in customer service delivery.
- Great communication and collaboration skills to build relationships across teams, with fantastic facilitation and influencing skills to make a positive impact.
- You’ll understand social housing challenges and customer needs.
- Confident working with data, you’ll have the ability to translate insight into clear, actionable recommendations that make a positive impact.
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Why Thirteen
At Thirteen, we work together to provide quality homes, build stronger communities, and support people to live well. As the largest housing association in the North East and among the top 25 nationally, we manage over 36,000 homes, with over 1,600 colleagues providing services for around 100,000 customers.
Our vision is to be the most trusted housing association, with happy customers. In fact, we put customers at the heart of everything we do.
- Join a team that’s local at heart but welcomes talent from everywhere.
- Be part of an organisation that values diversity and inclusivity.
- Be a part of a company that offers tailored support services, going beyond just housing solutions.
Interested?
For more details, please refer to the attached documents.
If you’d like to talk more about the role, please contact Ian Atkinson, Head of Touchpoints on 07772 200685 for an informal discussion.
NO RECRUITMENT AGENCIES, please.
Are You Ready for a Rewarding Challenge?
Join us at Thirteen Group and be a part of our vision to improve lives every day. APPLY NOW and start your journey towards making a meaningful impact in our community!
As part of our hiring process, if you’re successful we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.
If you’ve interviewed for this role within the last 6 months, we wouldn’t be able to reconsider your application at this time.
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