Customer Experience Manager

4 days ago


Newport, Newport, United Kingdom Pobl Group Full time

We are seeking an innovative and customer-centric Head of Customer Experience to lead our dynamic team in driving excellence in customer service for Pobl Group. In this role, you will be responsible for managing our Customer Service, Customer Engagement, and Complaints Teams, embedding a customer-first culture and championing continuous improvement.

Key Responsibilities
  • Lead a team of 30, including five direct reports, to exceed customer service expectations
  • Develop and implement strategies to improve customer engagement and service delivery
  • Manage investments in telephony systems and collaborate with teams across the organisation to ensure seamless and effective customer services
Requirements
  • A blend of experience, skills, and knowledge in senior management positions within customer service
  • A proven ability to inspire teams to deliver person-centred services across multiple channels
  • Strong IT literacy and knowledge of best practices and relevant legislation in areas like equality, housing management, and customer involvement

The salary for this role is £68,676 per annum for a fixed-term contract of 12 months. The role is based in Wales, and it is essential for the successful candidate to have a full driver's licence and access to a car.

Pobl Group is a leading provider of housing, care, and support services across Wales, dedicated to creating positive change in our communities. Our mission is to provide quality homes and services that enhance the lives of our customers, with a commitment to putting people at the heart of everything we do.



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