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Customer Operations and Assurance Manager

4 months ago

Craven Arms, United Kingdom Connexus Full time

**Customer Operations and Assurance Manager (Repairs and Maintenance)**

**Shropshire, Craven Arms plus travel (Hybrid Working)**

**£46,954.50 per annum**

**Permanent, Full Time**

This role has been identified as suitable for Hybrid Working which will be a combination of home working and working from our offices with Head office at Craven Arms and travel to other offices as required.

Are you an inspirational leader with a clear focus on the customer journey in repairs and maintenance who motivates, inspires and develops others to achieve excellence?

At the heart of what we do is delivering Good Quality Affordable Homes for All of our Customers. A great repairs service is our key priority. Due to this we are now looking to appoint a Customer Operations and Assurance Manager that can demonstrate experienceof leading a team to deliver exceptional repairs and maintenance services to our customers.
- The key priority for the Customer Operations and Assurance Manager will be to work alongside our Project Team to deliver our new repairs and maintenance system, including dynamic scheduling, handheld solution and compliance software, into the organisation.
- Develop and drive through effective strategies, policies and processes which deliver Connexus high levels of customer satisfaction with the services provided.
- Lead on customer engagement within the service and identify value for money efficiencies.
- You will also be leading on quality assurance across the service, to ensure high standards of delivery are maintained across our service whether delivery is through our inhouse team or via external contractors.
- Manage and develop all of the operational teams to provide an excellent first-time call resolution, and develop systems that can provide assurance of this at all times.
- Ensure that all contacts with tenants, leaseholders, board members, partners, suppliers, contractors and general customers are managed in a professional and efficient manner.
- Work with the Operational Management team to support and deliver our services both internally and to our external customers and business partners.

**To be successful in this role you must have**:

- Previous experience of system implementation and transformation of processes in a repairs and maintenance setting.
- Member or pursuing membership of an appropriate professional body is desirable, and a willingness to personally develop essential.
- Supervisory experience, evidencing an ability to lead, manage and motivate staff is essential.
- Experience of managing and monitoring the performance of teams, contracts, and compliance with conditions is essential.
- Proven experience of developing and delivering operational plans.
- Experience of Managing Quality Control.
- A strong track record in delivering customer focussed services through a mix of inhouse workforce and external contractors.
- Due to the nature of the role a full driving licence and access to a vehicle is required.

**In return we will offer**:

- Up to 30 days Annual Leave + Statutory bank holidays, with the ability to buy or sell leave
- Non-contributory Healthcare Cash plan
- Generous Pension Scheme
- Continuous learning and development opportunities
- Enhanced Maternity and Paternity Pay

**Interview Date: 8th February 2023**

Connexus is a community focused housing group which aims to deliver high quality homes and services across Shropshire and Herefordshire. The work our teams do is varied, and no two days are the same.

We provide an excellent offer for colleagues which includes flexible working options combined with some fantastic benefits. We’re here to support colleagues at every step of the way with training and development opportunities, helping you make the most ofyour career. If you want to work with like-minded people and would like to make a difference to the lives of our customers, Connexus could be the right fit for you.

Connexus is committed to safeguarding and ensuring the welfare of children, young people and vulnerable adults and expects all our colleagues to share this commitment. The suitability of all prospective employees or volunteers will be assessed during therecruitment process in line with this commitment.