Customer Experience Manager

1 day ago


Croydon, Greater London, United Kingdom Clarion Housing Full time

Company Overview


Clarion Housing is undergoing a major transformation programme called Connect. This initiative aims to improve housing management, increase the speed of housing people, enhance customer enquiry handling, and make frontline workers more visible.



Salary: £102,357 per annum (based on a salary range of £97,414 to £106,547 in London, plus a £5,000 car allowance)



Job Description


As the Customer Experience Manager, you will be responsible for leading two teams: the Customer Solutions complaints-handling team and the team responsible for ensuring residents are involved in shaping services. Your key objectives include designing and implementing mechanisms to learn from complaints, working closely with other heads of service to embed lessons learned, and developing Clarion's group-wide Customer Engagement Strategy.



Key Responsibilities



  • Ensure customers' complaints are resolved efficiently and comprehensively in line with strategic and regulatory requirements
  • Design and implement effective team structures and new ways of working across Resident Voice
  • Develop and deliver the Customer Engagement Strategy, providing guidance to the business on engaging with customers
  • Support resident-led scrutiny groups to review services and provide feedback


Required Skills and Qualifications


To succeed in this role, you will need to demonstrate strong leadership skills in change management, as well as experience motivating and matrix managing operational teams at a senior level. You should have excellent analytical and problem-solving skills, a deep understanding of a customer-centric industry (preferably social housing), and relationships with external regulatory and ombudsman bodies.



Benefits


This hybrid role offers a base location at our offices in Croydon, with candidates expected to work from the office at least 2-3 days per week. The closing date for applications is Monday at midnight. If you're a strong, customer-focused leader with excellent analytical and problem-solving skills, then please apply.



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