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Customer Experience Contracts Manager

1 month ago

Leeds, United Kingdom Yorkshire Housing Full time
About the Role

We are seeking a highly skilled Customer Experience Contracts Manager to join our team at Yorkshire Housing. As a key member of our commercial team, you will play a crucial role in ensuring our suppliers and contractors deliver exceptional services that align with our customer-obsessed ethos.

Key Responsibilities
  • Manage commercial relationships with suppliers and contractors, ensuring they meet their contractual obligations and deliver top-notch services.
  • Regularly review and assess the performance of suppliers and contractors, holding formal performance management meetings to ensure standards are met.
  • Anticipate potential service failures and develop strategies to mitigate risks, ensuring continuous and reliable service delivery.
  • Partner with service managers to lead commercial tenders and collaborate closely with the procurement team to ensure all procurement activities align with company policies and legislation.
  • Develop and maintain a robust governance framework that prioritizes safety and customer satisfaction.
  • Ensure all suppliers and contractors adhere to our policies, including safeguarding, Health and Safety, and legislative guidelines.
  • Analyze performance data to identify trends and implement improvements, generating performance reports to support senior management and stakeholders.
  • Oversee contractor spend, ensuring financial processes are followed and value for money is achieved.
Requirements
  • Experience in managing contracts within Construction, Repairs, Maintenance, FM, or similar environments.
  • Analytical skills, with the ability to analyze large data sets to identify trends and patterns.
  • Strong communication skills to engage and influence stakeholders at all levels.
  • A passion for delivering exceptional customer experiences.
  • Pragmatic approach to solving commercial problems and a natural flair for problem-solving.
  • Team collaboration, with the ability to work relationships based on trust and mutual respect.
  • Comfortable delivering information and presentations to various audiences.
  • Eagerness to improve the service and a proactive mindset.
About Us

At Yorkshire Housing, we are dedicated to creating exceptional customer experiences and are on a mission to build a culture that prioritizes excellence, innovation, and customer obsession. We are committed to building a diverse and inclusive team that reflects the communities we serve.

What We Offer
  • A competitive salary of £52,000 per annum, plus a £2,000 car allowance.
  • 25 days annual leave (rising annually to 30 days) plus Bank Holidays.
  • A reward package to suit everyone, including cash plan, retail discounts, and pension scheme.
  • Wellbeing support package, including access to a library of free fitness classes, instant GP service, and free counseling sessions.