Customer Experience

4 weeks ago

Birmingham, United Kingdom Trident Group Full time

**Customer Experience & Support Team Supervisor**

**REF 34657**

**Holliday Street, Birmingham**

**£28,754.86 per annum**

**37.5 hours per week**

**Permanent**

Trident Group has over 60 years’ experience of delivering homes, services and innovation for up to 8,000 people in over 3,400 homes in some of the most disadvantaged communities in the Midlands. It employs more than 850 staff, works with many volunteers and provides training places and apprenticeships as part of the employment package. The Group has an annual turnover of more than £34m and owns assets close to £186m.

The Group consists of;
- Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance
- Trident Reach, which is a registered care and support charity providing services to those who are homeless or at risk of homelessness, and those who have been victims of domestic abuse across all age groups across the Midlands

**About the role**

We have an exciting opportunity within the Housing, Care and Support Directorate for a Customer Experience & Support Team Supervisor. This role is essential for ensuring our residents, customers and stakeholders receive a good service at first point of contact and beyond focussing on the heart of what we do

The purpose of the role is to supervise and work enthusiastically as part of the Customer Contact Team in providing an effective customer facing service. Ensuring the efficient delivery of an effective reception / call handling service to our customers, residents and internal / external stakeholders. To provide a supportive and efficient response to a broad range to queries and enquiries including repairs and maintenance reporting, accessing care and support services and calls and all enquires for all departments within Trident Group

**Key Responsibilities**

Supervisory
- Responsible for leading the Customer Contact Team with a real focus on coaching, developing, and motivating the team to deliver outstanding results within a fast-paced changing environment as well as taking an active role as part of the team
- Continuously monitor and improve current methods of service delivery and implement changes to meet the operational and strategic needs of the organisation. Keeping up to date with customer services centre best practice to improve customer satisfaction and reduce costs
- To support the performance management of the Customer Contact Team including monthly one-to-ones, Performance Development Reviews and Team Meetings
- Identify, co-ordinate and facilitate Customer Service Advisor training including the coaching of Customer Service Advisors where necessary

Repairs and Maintenance
- Ensure repair requests from customers are received and processed appropriately, ensuring they are dealt with in an efficient manner in accordance with policies and procedures.
- Work in accordance with the key handling policy & procedure
- Ensure the Damp and Mould repairs triage process is followed and risk assessments are completed where necessary.

Customer Service
- To have a strong working knowledge of all departments and functions within Trident Group and actively share this with colleagues to support answering enquiries at first point of contact in line with providing the best possible customer service.
- To provide an effective customer facing service to all Trident’s customers, residents and internal / external stakeholders including effective handling of all visitors to the 2 head offices, incoming customer telephone calls, queries sent through the website and post in line with organisational procedures and response targets, visiting customers at home, if necessary, in the fulfilment of duties.
- To carry out customer satisfaction surveys, recording, responding to as required. In addition, provide assistance to relevant personnel and feedback to customers on resident involvement and engagement activities. To also ensure the Customer Advisors meet their monthly KPI of completing 30 customer satisfaction call backs.
- To handle initial incoming complaints and aim to resolve where necessary, dealing with correspondence and recording information, if complaints cannot be resolved to follow the complaints policy and procedure.
- To handle initial incoming anti-social behaviour calls including recording incident, responding to and providing right advice/sign posting, and making referrals where necessary to specialist services.

Finance
- Provide first point of contact income management service assisting customers in the process of queries to rent and/or service charge, taking appropriate action in line with policies and procedures.

Central Services Support and General Duties
- To monitor performance and use of the organisation’s IT’s call logging system
- Assist in the support to the Project and Performance Coordinator and administrative functions of the Customer Contact Team
- Support in the facilities management of Holliday Street and Fairlie Hou

  • Customer Experience

    3 weeks ago

    Birmingham, United Kingdom Absolute Collagen Full time

    We are Absolute Collagen, the Original Collagen Specialists, Certified top 100 Best place to work & Sunday Times 4th Fastest Growing Business in Britain! Come and join us in a world of limitless potential, where absolute possibilities become extraordinary realities. Are you a customer service superstar looking for a company that appreciates you and supports...

  • Customer Experience

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Absolute Collagen Full time

    We are Absolute Collagen, the Original Collagen Specialists, Certified top 100 Best place to work & Sunday Times 4th Fastest Growing Business in Britain Come and join us in a world of limitless potential, where absolute possibilities become extraordinary realities.Are you a customer service superstar looking for a company that appreciates you and supports...

  • Customer Experience

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Steven Eagell Group Full time £45,000

    Sales Executive  We have an amazing opportunity for the right candidate to kickstart a career in an industry with one of the highest marketing investments worldwide, working for a company that represents the leading automotive brand globally. Currently in a phase of growth, we are thrilled to present a captivating opening to join our team as a Sales...

  • Customer Experience Specialist

    1 week ago

    Birmingham, United Kingdom Interface, Inc. Full time

    Location - Birmingham City Centre Customer Experience Specialist As a key member of the Customer Experience Team in EMEA. The Customer Experience Specialist is responsible for delivering a world class customer service to our customers both externally and internally. Through pro-actively going beyond our customers’ expectations in managing their orders...

  • Customer Experience Advisor

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Hart Recruitment Full time

    An opportunity is available for a Customer Experience Advisor, working from home on a remote basis, 35 hours per week. Benefits whilst working as a temporary member of staff include discounts on shopping, insurance, gyms and events, a library of health and well-being advice, as well as access to a Personal Doctor.You will be joining a thriving housing...

  • Head of Customer Experience

    3 weeks ago

    Birmingham, United Kingdom The UK Negotiator Full time

    **Head of Customer Experience** **Are you incredibly passionate about people and experienced in writing and implementing a successful road map of a customer journey? YES, then this could be for you!** Hybrid role - Excellent benefits including car allowance. **My client** I am delighted and excited to be working with this hiring manager again who has...

  • Customer Experience Specialist

    3 weeks ago

    Birmingham, United Kingdom Interface, Inc. Full time

    As a key member of the Customer Experience Team in EMEA. The Customer Experience Specialist is responsible for delivering a world class customer service to our customers both externally and internally. Through pro-actively going beyond our customers’ expectations in managing their orders through to fulfilment whilst being a true Voice of our customers...

  • Customer Experience Specialist

    1 week ago

    Birmingham, United Kingdom Interface, Inc. Full time

    Customer Experience Specialist As a key member of the Customer Experience Team in EMEA. The Customer Experience Specialist is responsible for delivering a world class customer service to our customers both externally and internally. Through pro-actively going beyond our customers’ expectations in managing their orders through to fulfilment whilst being a...

  • Customer Experience Specialist

    4 weeks ago

    Birmingham, United Kingdom Interface, Inc. Full time

    As a key member of the Customer Success Team in EMEA. The Customer Experience Specialist is responsible for delivering a world class customer experience to our customers both externally and internally. Through pro-actively going beyond our customers’ expectations in managing their orders through to fulfilment whilst being a true Voice of our customers...

  • Customer Experience Specialist

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Interface, Inc. Full time

    Location - Birmingham City CentreCustomer Experience SpecialistAs a key member of the Customer Experience Team in EMEA. The Customer Experience Specialist is responsible for delivering a world class customer service to our customers both externally and internally.Through pro-actively going beyond our customers' expectations in managing their orders through...

  • Customer Experience Specialist

    1 week ago

    Birmingham, United Kingdom Hart Training and Recruitment Full time

    Do you have an interest in live music, festivals and events? Are you ready to take your career to the next level in an exhilarating industry? Our client is recruiting for a Customer Experience Specialist to join their team based in the vibrant area of Digbeth, Birmingham. Benefits include an annual bonus of up to 15% of your basic salary depending on...

  • Customer Experience Specialist

    1 week ago

    Birmingham, United Kingdom BT Full time

    Customer Experience Specialist **Job Req ID**:29214**Posting Date**:7 Feb 2024**Function**:Content & Design**Location**:Snowhill, Birmingham, United Kingdom**Salary**:Competitive with great benefits**Why this job matters** You will bring your personal expertise to a team who are collectively accountable for end to end Customer Experience and service...

  • Customer Experience Advisor

    2 weeks ago

    Birmingham, United Kingdom Allegion Full time

    Creating Peace of Mind by Pioneering Safety and Security At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 11,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Key Responsibilities Customer Care & Sales Support...

  • Customer Experience Manager

    2 months ago

    Birmingham, United Kingdom SCC Full time

    Contract Type :  Permanent Salary Package:  Competitive   plus car allowance/company car large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year Hours:  am – pm Monday – Friday.  We also offer the opportunity to benefit from a Core Hours arrangement (role-specific), providing flexibility around your...

  • Customer Experience Manager

    4 weeks ago

    Birmingham, United Kingdom Bell Cornwall Recruitment Full time

    **Customer Service Manager** **Birmingham** **£30,000 - £40,000** Bell Cornwall Recruitment have a new and exciting opportunity for an experienced Customer Service Manager, to join a growing business in Birmingham. **Roles and responsibilities include but are not limited to**: - Managing 6 Customer Service Advisers including conducting 1:1s,...

  • Customer Experience Officer

    4 weeks ago

    Birmingham, United Kingdom Midland Heart Full time

    **The Role** As a leading Housing Association, we take pride in ensuring that our customers receive the highest level of customer service. To support us to achieve this aim, we’re seeking a Customer Experience Officer to join our brilliant Customer Experience team! You’ll be contributing to us achieving a consistently strong customer satisfaction rating...

  • Customer Experience Advisor

    4 weeks ago

    Birmingham, United Kingdom Platform Housing Group Full time

    **Are you experienced in the investigation of complaints and are passionate about making a real difference?** We currently have an exciting opportunity available within our Customer Experience Team and are looking for an experienced complaints professional to join us on a fixed-term basis until January 2024 This is an exciting time for the Customer...

  • Customer Experience Advisor

    3 weeks ago

    Birmingham, United Kingdom Amplivox Limited Full time

    **Customer Experience Advisor Role Profile** **The Role** Amplivox are looking to appoint a Customer Experience Advisor to join the Operations team in supporting its continued business development and growth. **Key Areas of Responsibility** - First line customer communication - verbal and written. - Liaising with customers regarding the servicing, repair...

  • Customer Experience Executive

    4 weeks ago

    Birmingham, United Kingdom Bell Cornwall Recruitment Full time

    **Customer Experience Executive** £20,000 - £25,000 Birmingham City Centre BCR/RM/10733 Are you looking to work within a vibrant and fast paced environment in a fantastic new office? Bell Cornwall Recruitment are recruiting for an exciting opportunity as Customer Experience Executive based in Jewellery Quarter! Our client is one of the fastest growing...

  • Customer Experience Executive

    4 weeks ago

    Birmingham, United Kingdom Bell Cornwall Recruitment Full time

    Customer Experience ExecutiveLocation: Birmingham City CentreSalary: £25,000BCR/OO/11106Bell Cornwall Recruitment are pleased to be hiring for a Customer Experience Executive. Our client is a forward thinking, reputable utilities company with university students at the heart and focus of the company. Our client is searching for a professional individual...