Head of Customer Experience

3 weeks ago


Salford, United Kingdom ForHousing Full time

**Date Posted** 24/11/2023

**Application Closing Date** 22/12/2023 23:59

**Hours** 36 per week

**Salary** £63,500 per annum (negotiable)

**Location** Salford

This role is known internally as “Head of Customer Experience (Complaints)”

Everything we do aims to positively impact the lives of our social housing tenants and deliver on what matters to them and their communities. We provide safe, well-maintained, sustainable homes and deliver customer-focused services. ForHousing is a place where everyone can thrive and be themselves.

As the head of our complaints team, you’ll build, lead, and deliver a sector-leading complaints service, prioritising customer experience and ensuring compliance with the housing ombudsman’s complaint handling code.

You’ll be customer focussed, ensuring the service is consistent, efficient, and easy to navigate, providing regular communication and updates to customers, ensuring they’re informed on the progress of their complaint.

**Why ForHousing?**
- Hybrid working - some of your time can be spent working at home, or you’re free to spend more time in the office if you prefer.
- Agile working - we are outcome driven, so we empower you to do your best work, in the way that works best for you.
- STAR - through our partnership with STAR you can save money on everyday spending and make your money go further with discounts across a wide range of shops and products.
- Smartech - purchase technology or white goods and spread the cost.
- Wellbeing centre - gym discounts, exercise videos, mindfulness tools, nutrition advice, financial advice and more.
- Cycle to work scheme - save up to 40% on bikes and equipment.
- Employee Assistance Programme - access to a 24/7 counselling and support helpline.

**What you’ll be doing**:

- Leading and developing an exceptional multi-channel customer complaints experience.
- Ensuring compliance with the housing ombudsman’s complaint handling code.
- Leading on complex or emotive customer complaints.
- Implementing a team culture of case ownership, prioritising customer outcomes.
- Collaborating with internal and external stakeholders to learn and develop best practice.
- Training and developing the team to highlight customer focus, being empathetic and solutions driven.
- Preparing and presenting reports to stakeholders.
- Learning from complaints, to identify and address root causes, leading to service improvements.

**What we’re looking for**:

- Experience at a senior level in a customer experience/complaints role
- Experience working in a regulated sector
- Experience of root cause analysis, developing and implementing service improvements



  • Salford, Salford, United Kingdom Page Personnel Full time

    Retail / E-Commerce head office Excellent business near SalfordAbout Our Client:This business are a very ethical and reputable business who have been established for over 70 years.Working for this business you'll have relationships with colleagues from all departments, work in partnership with the Head of Retail stores and deliver a flawless customer journey...


  • Salford, United Kingdom Page Personnel Full time

    Retail / E-Commerce head office - Excellent business near Salford **About Our Client**: This business are a very ethical and reputable business who have been established for over 70 years. Working for this business you'll have relationships with colleagues from all departments, work in partnership with the Head of Retail stores and deliver a flawless...


  • Salford, United Kingdom University of Salford Full time

    Opportunity ID 2286 Opportunity Closing Date 03/03/2024, 23:55 Primary Location 1 - Salford - Peel Park Campus School or Business Unit 1 - Marketing, Recruitment & External Relations Contract Type 1 - Full Time Fixed Term Anticipated end date 1 - June 2025 Salary £57,696 - £64,914 Opportunity 1 **Head of Market and Customer Insight** Are you...


  • Salford, United Kingdom New Wave Solutions Ltd Full time

    My client is an exciting, innovative start-up who help businesses all over the UK scale and develop successful sales teams. They have achieved incredible success in their first year and are now looking for a Head of Customer Success to join their growing team on a permanent basis. **Head of Customer Success - Duties**: - Collaborate with the Academy...


  • Salford, United Kingdom RRG Group Full time

    **Opportunity at RRG Group, Salford - Customer Experience Advisor** **£20,500 FTE basic plus bonus/commission** An exciting opportunity has arisen to join RRG Group, Salford as an experienced Customer Experience Advisor to join our team on a part-time basis. At the RRG Group we are always on the lookout for talented and confident Customer Experience...


  • Salford, United Kingdom RRG Group Full time

    **Opportunity at RRG Group Salford - Customer Experience Advisor** An exciting opportunity has arisen to join RRG Group, Salford as an experienced Customer Experience Advisor to join our team on a part-time basis. At the RRG Group we are always on the lookout for talented and confident Customer Experience Advisors. We expect hard work and determination, but...


  • Salford, United Kingdom RRG Group Full time

    **Opportunity at RRG Group Salford - Customer Experience Advisor** An exciting opportunity has arisen to join RRG Group, Salford as an experienced Customer Experience Advisor to join our team on a part-time basis. At the RRG Group we are always on the lookout for talented and confident Customer Experience Advisors. We expect hard work and determination, but...


  • Salford, United Kingdom RRG Group Full time

    **Opportunity at RRG Group, Salford - Customer Experience Advisor** **£20,500 FTE basic plus bonus/commission** An exciting opportunity has arisen to join RRG Group, Salford as an experienced Customer Experience Advisor to join our team on a part-time basis. At the RRG Group we are always on the lookout for talented and confident Customer Experience...


  • Salford, United Kingdom RRG Group Full time

    **RRG Group** **About RRG Group** From humble beginnings in 1967, the RRG Group has grown to become one of the biggest and most successful Dealer Groups in the North, with new and used car dealerships across the North West and West Yorkshire regions. Hard work, dedication, passion and a genuine commitment to Customer Satisfaction. Over the last 50 years...


  • Salford, Salford, United Kingdom RRG Group Full time

    Opportunity at RRG Group, Salford - Customer Experience Advisor£20,500 FTE basic plus bonus/commissionAn exciting opportunity has arisen to join RRG Group, Salford as an experienced Customer Experience Advisor to join our team on a part-time basis. At the RRG Group we are always on the lookout for talented and confident Customer Experience Advisors. We...

  • Customer Experience

    5 days ago


    Salford, Salford, United Kingdom Knewin Full time £25,000

    Job Title: New Business Advisor Location: Manchester Brand : Leaders Romans Group Salary : £25,000 OTE, uncapped commission. Hours : Monday-Thursday 9:00am-6:00pm Friday 9:00am-5:30pm LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels....


  • Salford, United Kingdom RWR Recruitment Full time

    **Head Of Customer Success** **£40,000 - £60,000 per annum (DOE)** **Manchester - M3 Area** - **Do you have Tech or SaaS experience?**_ - **Are you passionate about sales recruitment and training?**_ You will be: - Collaborate with the Academy Director to enable content that aligns with the customer's sales process, ensuring a customized learning...


  • Salford, United Kingdom Scope Full time

    Job details **Job reference** REQ003176 **Date posted** 26/04/2024 **Application closing date** 26/05/2024 **Location** eCommerce Hub Salford - M50 1BX **Salary** £70,000 **Package** 27 days holiday per year (full time equivalent) plus Bank Holidays, Excellent training and career development, Flexible, remote and hybrid working options, Pay...

  • Customer Experience

    6 days ago


    Salford, Salford, United Kingdom BUPA Global Full time £35,000

    Sales Executive Sales Executive - Contact Centre**24,000 basic salary + £500 paid on passing probation.*Permanent Contract - Full Time 37. 5 Hours per week (Monday-Friday)*Hybrid home and office working options available once signed off - This is not a full time remote working position.*Bupa is the UK's biggest health insurance provider and official...


  • Salford, Salford, United Kingdom Scope Full time

    Job detailsJob referenceREQ003176Date posted26/04/2024Application closing date26/05/2024LocationeCommerce Hub Salford - M50 1BXSalary£70,000Package27 days holiday per year (full time equivalent) plus Bank Holidays, Excellent training and career development, Flexible, remote and hybrid working options, Pay progression at 6 months and 2 years Discounts at...


  • Salford, United Kingdom Leaders Romans Group Full time

    Leaders Romans Group are looking for a Customer Experience Advisor to join us on a permanent basis within our Call centre Team, based at our office in Exchange Quay, Manchester. **In these roles, day to day you can expect to**: - Achieve personal and team targets - Communicate with new and existing clients - Respond to customer enquiries and arrange market...

  • Head of Podiatry

    2 months ago


    Salford, United Kingdom University of Salford Full time

    Opportunity ID 1249 Opportunity Closing Date 14/01/2023, 23:55 Primary Location - Salford - Frederick Road Campus School or Business Unit - School of Health & Society Contract Type - Full Time Permanent Salary £54,949 - £61,823 Opportunity **Are you an experienced academic and Podiatrist ready for an exciting new challenge?...Then come and be...

  • Head of Vertical

    3 weeks ago


    Salford, United Kingdom Mays Region - Modern Woodmen of America Full time

    Head of Vertical (Media / Publishing)£80-90k Manchester(Hybrid) M50 2ST Hybrid working, 25 days holiday with purchase options & carry over, Private Medical, Health cash plan, Rewards & Discount portal, EAP, Income protection, Life Assurance, Enhanced Maternity and Paternity, excellent track record of personal development. Opportunity to join a lon...

  • Head of Security

    3 weeks ago


    Salford, United Kingdom University of Salford Full time

    Opportunity ID 1684 Opportunity Closing Date 09/07/2023, 23:55 Primary Location - Salford - Peel Park Campus School or Business Unit - Estates & Property Services Contract Type - Full Time Permanent Salary £56,048 - £63,059 Opportunity **Opportunity Overview** The University of Salford is seeking a dynamic Head of Security with the ability to...


  • Salford, United Kingdom University of Salford Full time

    Opportunity ID 2186 Opportunity Closing Date 16/02/2024, 23:55 Primary Location 1 - Salford - Peel Park Campus School or Business Unit 1 - Directorate of Student Success, Administration & Support Contract Type 1 - Full Time Permanent Salary £24,248 - £26,445 Opportunity 1 **About the team** The University of Salford is committed to ensuring that...