Head of Customer Experience

6 months ago

Wigan, United Kingdom Connolly Ltd Full time

**Head of Customer Experience**

**Full time, Wigan, Cheshire**

Are you a strategic, passionate and service oriented team player looking for your next challenge as a Head of Customer Experience?

In this brand new role, you will have the chance to really make your mark, shaping our long term strategy to manage and invest in delivering positive social value to our communities and customers in line with our Connolly values.

**About us**

Connolly are a leading construction refurbishment and development company, with family values at our core. Established in 1980, we operate within the social housing sector, providing planned refurbishment to local authorities and housing associations throughout the Northwest, North Wales and West Yorkshire

Over the last 40 years the business has continued to develop and grow its service offering, focusing on its core strengths in order to enable the transformation into a regional main contractor in its own right.

Comprising a team of over 450 people, we are a team of employees and contractors with a wide range of experiences from within the building sector.

**The benefits**
- Competitive salary, depending on experience
- Company car allowance and mobile phone
- Pension scheme
- 28 days annual leave including statutory bank holidays
- Opportunity to work in a company with a great team spirit
- On site gym

Connolly’s has a collaborative and supportive culture with plenty of opportunities for you to grow and succeed.

**Your role**

Working in partnership with our Senior Leadership team, you’ll manage our Customer team whose primary mission is to ensure Connolly’s deliver an exemplary customer experience every time. You’ll lead the development of the Customer Service experience at Connolly’s including the creation of our social value strategy, new service developments and new innovations across all our schemes.

Specifically, you will:

- Lead and develop the customer team members in line with the Connolly delivery model
- Champion the development of the highest standards of service delivery and workmanship in accordance with Connolly Ltd standards
- Develop and implement a new Social Value strategy across all Connolly schemes
- Lead the day-to-day development and embedding of social value practices, including new service development, new innovations, and social value legacy projects
- Define, analyse, and report key success metrics, identify the business priorities and translate them into actions for your team helping them to further develop
- Provide accurate monthly reporting on performance against Customer Service KPI’s and delivery of the business Social Value strategic priorities
- Manage customer complaints to ensure timely resolution
- Champion collaborative working and communication across the Connolly teams, ensuring a joined up customer experience and service
- Work closely with the Operations Leader / Site Managers / Site Supervisors in dealing with any tenant related incidents, ensuring accurate and up to date records are kept
- Provide social value information to the Pre-Construction team as required and ensure all records are maintained
- Drive efficiency by supporting and championing your team to continuously explore ways to streamline systems and processes
- Prepare case studies and content for social media posts as required
- Organise and host key social value events
- Implement first class Health & Safety standards across all work sites in line with Connolly procedures
- Adhere to stated company policies and procedures and carry out all duties in a way which is consistent with, and which promotes Connolly Ltd values.

**About you**

To join us as our Head of Customer Experience you will need:

- 5+ years of relevant experience in a leadership role in Customer Service in a matrix environment (ideally construction).
- Experienced in leading and developing high performing teams in an agile and fast-moving environment.
- Strong understanding of needs and challenges in our industry and of customer service trends.
- Excellent communication skills, empathy and curiosity.
- Proactive and inspiring leader with a diligent, collaborative, organised and reliable working methods and high attention to detail.
- Data driven personality with a natural desire to constantly re-think, question and optimise the way our business is set up.
- Excellent communication with a proven ability to build effective relationships
- Excellent IT skills, particularly Microsoft excel and word

Connolly’s is an equal opportunity employer. We value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.

**Benefits**:

- Company events
- Company pension
- Free parking
- On-site gym
- On-site parking

Schedule:

- Monday to Friday

**Experience**

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