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Head of Customer Experience

3 months ago

Leyland, Lancashire, United Kingdom Progress Housing Group Ltd Full time

ABOUT US
Progress Housing is a not for profit housing provider who owns and manages over 10,000 homes. We have been delivering housing related services to communities for over 25 years. We are also one of the UK's leading supported living providers for people with autism and learning disabilities.


We operate mainly in Lancashire but offer supported living services nationwide as well as delivering key worker accommodation in Lincolnshire.

Although the Group is made up of a number of business streams, we operate as one team.

'Have a positive impact on people and communities by providing high quality homes, supporting independence and creating opportunities.' - Our shared vision

WHAT WILL YOU BE DOING?
This is a great opportunity to shape and mould our Group Customer Experience approach in a newly formed department.

This role will strategically lead and manage customer experience delivery for our tenants, customers, and residents.

You will take a proactive approach to ensuring our customers can access and engage with our services in the most effective way possible, promoting the customer voice to be heard and listened to, and developing opportunity so that we can continue to strive for continuous improvement and learning.


Working as part of the Group wide Operational Leadership Team to support the delivery of outstanding customer-centric services and contribute to delivering the Group strategic objectives and performance.


WHAT WILL THE RIGHT PERSON LOOK LIKE?
***- Passionate about delivering excellent customer service

  • Intuitively challenges the process and strives for constant improvements
  • Thrives within a fast paced multichannel customer contact centre environment
  • Works well under pressure and with minimum supervision
  • Motivational experienced people leader
  • Experience of strategically leading a multichannel customer contact centre
  • Embraces empowerment and enables positive impacts
  • Extensive experience of strategically leading a multichannel customer contact centre team, customer voice involvement team and complaints and compliments team.

WHY WORK FOR US?


We are genuine in everything we do with a focus on people, we treat everyone fairly, understanding all diverse needs and strengths.

We look for innovative solutions, and ideas to overcome challenges within the business. We hire knowledgeable individuals to ensure we excel in all we do. Providing the best customer service possible. We are honest, friendly and caring with a genuine enthusiasm and energetic way of working. We work in partnership with our colleagues and tenants to achieve a better community for all.

People Focused - Collaborative - Forward Thinking - Expert - Genuine

Our Benefits

  • Up to 35 holiday's per year with the option to buy or sell leave
  • Birthday leave take a day's leave for your birthday
  • Enhanced Maternity, Paternity & adoption packages
  • Carers leave we're here to support you
  • 1 paid voluntary day a year chances to give back to the community
  • Enhanced occupational sick pay
  • Match contribution pension scheme
  • Work life balance what works best for you and the group
  • Training & Development opportunities allowing you learn and succeed

We'd especially like to hear from anyone living in one of our homes or communities. For further support contact our Progress Futures team, this is a free service for Progress Housing Group tenants that helps them access training, apprenticeships and employment support to improve their job prospects and achieve their goals.**
Additional Information


To find out more about this exciting opportunity, please click on the job description to view the job description and person specification.


Application Closing Date: 16th
June 2023

Interview Date: 29th
& 30th
June


Please note on the occasions where we have high volumes of applicants, some roles may close earlier than the advertised end date in order for us to manage all of the applicants appropriately.