Community Housing
Customer Experience Manager
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Customer Experience Manager
Customer Experience Manager
Location: Kidderminster, Worcestershire (Hybrid Working)
About the Role
We are seeking an experienced and customer-focused Customer Experience Manager to lead our Customer Service Centre and Customer Resolution teams. In this role, you will:
- Cultivate a high-performing team culture that prioritises customer needs, ensuring all enquiries, feedback, and complaints are handled efficiently, professionally, and with a focus on achieving positive first-time resolutions.
- Manage the Customer Service Centre, overseeing multi-channel customer interactions and ensuring colleagues receive the necessary support to deliver a responsive and consistent service.
- Lead the customer complaints process, including complex and escalated cases, while ensuring compliance with Housing Ombudsman Complaint Handling Code and relevant regulatory standards.
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Key Responsibilities
- Collaborate with managers and colleagues across the business to resolve service issues, embed learnings from complaints and Ombudsman decisions, and drive service improvements that enhance the customer experience.
- Oversee customer contact and feedback systems, monitor performance metrics, manage supplier relationships, and contribute to service planning, reporting, and budget management.
- Build a positive and collaborative team culture, motivating colleagues to deliver excellent customer service and meet performance targets.
- Use strong leadership skills to coach and develop teams, encourage continuous improvement, and maintain accurate record-keeping and consistent service standards.
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Requirements
- Experienced people leader with expertise in customer service, complaint handling, and service improvement.
- Demonstrated passion for service excellence and ability to influence positive change.
- Strong understanding of regulatory standards (e.g., Housing Ombudsman Complaint Handling Code).
How to Apply
If you believe this role aligns with your skills and aspirations, we’d love to hear from you—simply apply now!
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