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Customer Excellence Manager

2 months ago

Prescot Merseyside, United Kingdom Setsquare Recruitment Full time

We are working with a National Construction and Housing company who are looking for a Customer Excellence Manager to join their business. The position is a permanent role and an integral position within the business. Responsible for implementing and maintaining high customer service standards across the company. The Customer Excellence Manager will create, deliver, and support the strategic plan, with essential experience in social housing refurbishment delivery. You will manage high-performance teams across Customer Liaison, Customer Care and Social Value, and set targets to reflect their respective roles and responsibilities.

  • Ensure that customer profiles and journeys are embedded in key contracts. Implement company and bespoke contract customer liaison and care standards.
  • Design and implement best practice customer journey processes for the customer service team, incorporating plans to increase satisfaction.
  • Provide training on handling sensitive customer service issues and lead by example by showcasing excellent customer service skills and behaviours.
  • Identify improvements and opportunities to enhance the customer experience continually.
  • Oversee and monitor complaints and compliments logs, producing monthly reports on current and future issues with recommendations
  • Oversee and monitor customer satisfaction questionnaires, reporting monthly on trends, performance and improvement initiatives
  • Manage Customer Liaison Officers (CLOs), conduct one-on-one meetings, and support their goals. Oversee diaries to coordinate and reduce downtime.
  • Pair team expertise with the right technology to enhance customer service.
  • Manage and mentor the Social Value Apprentice to develop the function
Previous experience in a Customer Excellence Manager role within a similar company is essential. Experience in the social housing sector is crucial, with experience in the public sector and retail within the maintenance sector highly beneficial. Proven track record of driving improvements and strategic thinking within customer excellence. Effective communicator able to adapt communication style depending on the audience, including stakeholder management. Highly developed organisational, planning, and time management skills. Strong written and oral communication skills. Advanced IT skills, particularly with Microsoft Office Suite. Strong analytical skills and report-writing abilities. A customer-focused approach in all aspects of work. Cultivate a culture of inclusion as a manager. Must hold a full UK driving license. Setsquare is committed to equality in the workplace and is an equal opportunity employer. Setsquare is acting as an Employment Business in relation to this vacancy