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Customer Experience Manager

2 months ago

Leicester, Leicester, United Kingdom Advance Full time

About the Role:

This role will be based at our office with the option of combining this with home-working. Occasional travel to other offices may be required. Reasonable requests for flexible working will be considered.

Key Responsibilities:

  • You will play a vital role in making sure our approach to complaints both supports our customers and complies with regulatory requirements.
  • You'll oversee our complaints process, ensuring complaints are dealt with effectively and within timescales.
  • You'll support colleagues across the business to investigate and respond to complaints, ensuring quality and consistency in our approach.
  • You'll provide analysis of our complaints data which will help to drive improvements to our business.
  • You'll also provide support to the housing team for the development and review of key customer-facing policies and support other feedback gathering and reporting.

About the Ideal Candidate:

First and foremost, you'll be passionate about customer feedback. You'll have good people skills which will enable you to communicate effectively with customers and work well with colleagues across the business, and be able to write clearly for a range of audiences.

  • You'll also need to be highly organised, able to track and monitor a caseload of complaints, ensuring they are resolved within timescales.
  • You'll need to be IT savvy able to use our complaints systems to record and track complaints and provide regular reports.
  • You'll probably have previous manager-level experience of working in a customer service/complaints handling role, and ideally you will have experience or knowledge of the housing and/or social care sectors.
  • You will need to have an understanding of our customer base and demonstrate an ability to adapt your approach in response to individuals' needs.

What We Offer:

  • Paid holiday (from 25 days up to 30 days with long service in addition to bank holidays, pro rata for part time hours)
  • Sector specific training is provided as part of induction plus opportunities for professional development
  • Access to Perks at Work where you can obtain great discounts of cinema tickets, shopping vouchers and much more
  • Long service awards payable in 5 year increments
  • Golden Hello/refer a friend receive up to £500
  • Cycle to work scheme
  • Access to our Employee Assistance Programme
  • Free DBS (Disclosures and Barring Service)
  • Excellent opportunities to progress your career within Advance
  • Enrolment in a pension scheme with matched contributions above the statutory minimum (if you work enough hours to meet the threshold for enrolment)