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hampshire, United Kingdom Four Seasons Hotels and Resorts Full timeExternal Facing Job Advertisement Join our small and busy Guest Experience team here at our Hampshire Countryside Retreat The Four Seasons Hotel Hampshire is an intimate retreat steeped in history and set in picturesque countryside surroundings. Set within 500 acres of historic parklands and surrounded by 1,000 years of history, our Georgian Manor House...
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Guest Experience Associate
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hampshire, United Kingdom Four Seasons Hotels and Resorts Full timeJob DescriptionExternal Facing Job AdvertisementJoin our small and busy Guest Experience team here at our Hampshire Countryside RetreatThe Four Seasons Hotel Hampshire is an intimate retreat steeped in history and set in picturesque countryside surroundings. Set within 500 acres of historic parklands and surrounded by 1,000 years of history, our Georgian...
Customer Experience
4 months ago
VIVID is one of the largest developers of new homes amongst housing associations in England, having built over 1,500 last year.
This is an exciting opportunity to join VIVID as their Head of Customer Experience. Creating a customer-centric performance culture that drives satisfaction, finds resolutions to put things right, and embeds a continuous improvement approach to ensure effectiveness and efficiency.
VIVID is undergoing a transformation period and significantly investing in its systems and digital offer. The successful Head of Customer Experience will be unashamedly customer-centric and commercially driven with a strong grasp on the utilisation of data to make business-critical decisions, and improve processes to drive customer satisfaction.
Customer contacts, complaints, feedback and service improvements and customer engagement and place-shaping.
Ability to create a customer-centric performance culture that drives satisfaction and find resolutions to issues.
Proven knowledge and experience, lead a high performing contact centre, delivering consistent service to customers across the full range of digital and phone channels.
Robust understanding of complaint management, ensuring legislative requirements are adhered to.
Be the lead for VIVID Plus, VIVID Plus is our charitable arm, set up to provide targeted support for customers and investment to local communities to help them thrive, working with colleagues, local authorities, and partners to create thriving communities.
Taking the lead to embed diversity, equality, and inclusion across all operational teams.
VIVID is looking to appoint a senior leader who has the following attributes:
Sound knowledge of complaint management and the regulatory requirements.
Excellent understanding of, and experience held in a high-level role within the social housing environment, including regulation and emerging government policy.
Experience of leading major organisational-wide change projects.
Ability to travel between the Basingstoke and Portsmouth offices as required.
30 days holiday + bank, sell up to 10 days
~ Private medical insurance
~ Performance related bonus up to 10% of salary
~ Life assurance x3 salary
~ Healthcare cash plan
~ Salary sacrifice electric car scheme
~ Generous salary sacrifice pension matched up to 10%
~ A real sense of work/life balance where we promote flexible working and an agile culture.
