Specific objectives and deliverables will be agreed through the annual People Engagement Process (RE:PEP). The main duties and responsibilities of the role include:

• Work with the Head of Customer Experience and wider teams to deliver customer experience projects and initiatives, translating strategic objectives into clear regional action plans and ensuring consistent implementation across the Customer function.
• Design, maintain and review a suite of local, regional and Group customer experience KPIs, ensuring measures remain aligned to client requirements, regulatory standards and business priorities.
• Analyse, interpret and report on customer feedback, complaints, service performance and other relevant data to provide clear insight, recommendations and action plans that drive continuous improvement.
• Develop regular performance reporting that highlights trends, risks, exceptions and early warning indicators, enabling operational teams and senior stakeholders to take timely corrective action.
• Use insight, benchmarking and appropriate technology solutions to improve customer feedback processes, performance monitoring and service delivery, ensuring activity supports Group customer experience objectives.
• Act as the customer experience representative for designated regions, ensuring customer and client priorities are understood, represented and embedded within operational delivery.
• Build and maintain effective relationships with operational teams, client counterparts and internal stakeholders, acting as a trusted adviser on customer experience insight, performance and improvement.
• Support regional teams with workforce planning, training requirements and the effective use of systems and technology to improve consistency, capability and customer outcomes.
• Provide evidence-based options and recommendations to address customer issues, balancing customer needs, business priorities and risk management while maintaining high standards of service.
• Monitor complaints, resolutions, service level performance and recurring themes to identify root causes, improvement opportunities and emerging risks in line with Housing Ombudsman expectations and client-specific requirements.
• Contribute to the review, development and implementation of customer service policies and procedures, ensuring they support good governance, relevant legislation, housing sector priorities and best practice in customer service.
• Lead, coach and support Customer Experience Managers, promoting consistent standards, effective problem solving and a culture of continuous improvement across customer interactions and service delivery.
• Comply with business confidentiality and information security policies, including GDPR and relevant legislation, ensuring all customer data is handled securely and appropriately.

Other Duties

• Manage RE:GEN internal systems, data capture processes and reporting requirements to support accurate insight and performance monitoring.
• Support the preparation of KPI data, performance dashboards and Board reports.
• Managing health and safety issues in your area of responsibility in line with the relevant section(s) of the relevant Health and Safety Policy
• Live RE:GEN Group’s values and behaviours in all aspects of your work

Qualifications - Essential

• Relevant qualification in customer service or management, or equivalent experience.
• Evidence of ongoing professional development

Qualifications - Desirable

• Additional qualifications or experience in customer service-related fields.
• Experience in data analytics to support strategic decisions

Experience - Essential

• Experience working in a customer focused role, ideally within a construction or social housing environment
• Experience using customer systems such as CRM platforms and feedback tools
• Experience analysing customer and operational performance data, producing insight reports and using analytics to support decision making and continuous improvement.

Experience - Desirable

• Experience of introducing new systems in either customer or for data collection.

Skills / Knowledge - Essential

• Ability to interpret data, identify trends and translate insight into practical improvement actions.
• Able to develop performance reporting and early warning indicators that highlight risks, exceptions and emerging service issues.
• Problem solving skills with a proactive, solutions focused approach
• Strong communication skills with the ability to engage and influence stakeholders at different levels
• Up-to-date knowledge of customer service practices, concepts, and themes including customer relations issues.
• Team player – to ensure the implementation of joined-up services to the Group and ability to coach and support colleagues.
• Good interpersonal and influencing skills.
• Able to demonstrate a solution-focused, can-do attitude in a customer-focused service delivery team.
• Ability to manage multiple priorities and work in a fast-paced environment
• Able to build rapport and relationships and establish confidence and credibility in the service offer being delivered.
• IT literate, competent in the use of MS Office, including Word, Excel, PowerPoint and Outlook

Skills / Knowledge - Desirable

• Qualifications or demonstrable experience in Continuous Improvement or Lean process design

RE:GEN Employee Benefits

• Competitive salary and benefits based on experience.
• Pension contribution scheme.
• Life assurance scheme.
• Private healthcare available.
• Bonus scheme
• Volunteering Scheme
• Salary Sacrifice Electric Car Scheme