Customer Improvement Manager
3 weeks ago
CUSTOMER IMPROVEMENT MANAGER (PROPERTY) WEST MIDLANDS £(phone number removed) PRO RATA 6-9 MONTH FTC OVERVIEW Our client based in the West Midlands are recruiting for an exciting opportunity to join their team as a Customer Improvement Manager. You will lead the strategic planning, development and delivery of a high quality voids service ensuring effective delivery of operations. RESPONSIBILITIES As a Customer Improvement Manager, you’ll be responsible for
- Leading the long term planning, budget and delivery of voids programmes and projects designed to enhance the services provided, ensuring compliance with legislation
- Leading the preparation of budgets, risk assessments and cash flow forecasts for the end to end Void Service
- Leading a programme to review the end to end void performance, continually improving performance and productivity
- Continually monitoring the delivery of all work and services to customers, challenging outcomes to ensure excellent customer service, value for money and social value
- Delivering high quality Void Service and programmes within agreed capital and revenue expenditure through effective financial performance/budgetary management to achieve timely completion of projects and value for money
- Establishing and maintaining effective relationships with internal and external customers and at a national, regional and local level
- Auditing and reviewing field based performance information (both self-delivery and contractor), to ensure quality of service is maintained and continuous improvement identified.
- Managing, preparing and analysing monthly performance reports on team performance and data on complaints/satisfaction, to drive and improve service delivery and performance for customers
- Substantial experience of analysing and diagnosing problems and implementing effective solutions for process improvement
- Degree, management qualification or relevant professional qualification
- Proven experience of undertaking a similar role within the Property industry managing a housing function
- Robust working knowledge of relevant housing legislation, regulations and good practice
- Experience working on a variety of legal disrepair and complex cases
- Proven experience of implementing strategy within a large, complex organisation
- Proven experience in budget preparation and control
- Working knowledge of the application of Health and Safety legislation
- Substantial experience of working to deadlines and prioritising workloads for self and others
- Proven experience of effective relationship building and communication at all levels
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Continuous Improvement Manager
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Continuous Improvement Manager
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Customer Success Manager
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Customer Experience Manager- Customer Care
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