Customer Experience Manager

3 weeks ago


Manchester, United Kingdom One Manchester Full time

**Customer Experience Manager**

**Location: Manchester - Agile**

**Salary: £56,310**

**Hours: 35**

**Full Time, Permanent**

**Closing Date: Sunday 12th March 2023**

**First stage interviews: Friday 24th March 2023**

**Final interviews: Thursday 30th March 2023**

One Manchester is an innovative provider of housing and community services.

At One Manchester, you’ll see the difference you make to people’s lives and local communities. We manage more than 13,000 homes across our proud city. But there’s so much more to us than that. We build thriving communities and places where people want tolive. We help people to learn, manage their money, launch successful businesses and improve their employability.

We do things differently here. And you’ll be at the heart of an established and supportive team.

We’re looking for a Customer Experience Manager to direct and oversee all aspects of One Manchester’s customer service policies, objectives, and initiatives. You’ll be responsible for delivering an exceptional customer experience across the entire customerjourney and the achievement of challenging performance standards through proactive, supportive, and motivational leadership.

We're looking for someone who can elevate and evolve customer experience within One Manchester through effective operational and strategic delivery mechanisms that meet the practical and emotional needs of customers whilst driving efficiency and meetingregulatory expectations. You’ll play a key role, leading One Manchester’s complaint’s function ensuring complaints are dealt with fairly, efficiently and respectfully. Always ensuring that that customer voice is heard, respected and valued throughout One Manchester.

**What we’re looking for**:

- Experience of leading high performing teams to deliver exceptional levels of performance in a dynamic and challenging environment.
- Demonstrable experience leading teams to deliver complex processes in a multi-faceted organisation.
- Knowledge and understanding of strategy, complaints, regulatory frameworks and customer experience practices communications.
- Experience of delivering high levels of quality service and customer satisfaction in a multi-channelled contact centre.
- Good understanding of social housing sector and associated regulations.
- Experience of utilising data to interpret capacity and demand to make informed decisions regarding workforce management
- Experience of developing a quality driven learning and continuous improvement environment.

Why take up the challenge with One Manchester? This really is a great place to work. We’ve bags of potential and have huge opportunities waiting to be unlocked. Supportive and flexible, we’re rightly proud of our work and excited about the future. So, challengeyourself to be creative and ambitious and see the difference you can make in our great city.

One Manchester is an innovative provider of housing and community services. Formed in April 2015 from a historic merger between two of Manchester’s largest housing associations - City South and Eastlands Homes. In the subsequent two years the Group has achievedits initial merger aspirations and is now extending and expanding (doubling) its new homes programme across a range of tenures and locations. It currently owns and manages more than 13,000 homes in central, south and east Manchester.



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