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Customer Experience Manager

2 months ago

Spennymoor, Durham, United Kingdom Livin Housing Full time

About Livin Housing

We are an award-winning not-for-profit housing association that owns nearly 9,000 homes across the region. Our mission is to improve the lives of our residents by providing high-quality, sustainable, and adaptable homes that meet their current and future needs.

Our Strategy

We have a clear strategy in place to achieve our goals, which is outlined in our Plan A. This strategy is flexible, cohesive, and ensures that we are working together with our teams, partners, and residents to maximize our impact.

About the Role

As the Customer Complaints and Feedback Manager, you will play a crucial role in delivering our Plan A objectives and ensuring that our services are complaint-handling and customer-focused. You will be responsible for driving service improvement, amplifying the customer voice, and ensuring that we maintain full regulatory compliance.

Your Key Responsibilities

  • Develop and implement a complaints and feedback strategy that meets the needs of our residents
  • Work collaboratively with service leads to improve service delivery and customer experience
  • Present complaints data and provide evidence of compliance with regulatory standards
  • Advise on changes needed to improve service delivery and customer experience
  • Develop and maintain relationships with residents and stakeholders

About You

We are looking for a self-starter with strong digital and management skills who can balance conflicting demands and meet tight deadlines. You will have a track record of working collaboratively with teams and presenting data and reports to stakeholders. You will also have a degree-level qualification or equivalent professional qualification in a relevant discipline.

What We Offer

We offer a competitive salary, pension, and benefits package. We are committed to professional development and learning, and the successful candidate will have the opportunity to undertake fully funded study towards a relevant NVQ qualification in Housing.