Customer Experience Improvement Manager

3 weeks ago

Derby, United Kingdom Futures Housing Group Full time

IMPROVING FUTURES

We’re on the hunt for a special leader, someone with the passion and drive to lead, train and support a team dedicated to putting our customer at the heart of everything we do.

Your ability to influence others, drive change and make both fair and logical decisions will be invaluable as you work closely with colleagues and senior managers to ensure that the customer view has a part in shaping our service, policy and process change.

You’ll be ready to put your natural resilience, process mapping and proven ability of increasing digital customer engagement skills to great use as you work in collaboration with the digital team and wider business in this new and exciting role

A few key points from our role profile:

  • Work in collaboration with the Digital Team and customers to lead a project to design and deliver a way to digitally capture ad hoc feedback from customers directly and through team members face to face or over the phone for use throughout the organisation.
  • Lead colleagues, including senior managers, across the business to ensure that service, policy, and process changes are informed by customer views.
  • Working in collaboration with the Complaints Team, ensure that all customer feedback is analysed and shared in a simple, straight forward format, and that all changes are clearly evidenced to customers on a regular basis.
  • Using the analysed data, be the voice of the customer in strategy steering groups and ensure customer direction influences the workstreams.
  • Using innovation and leading organisations inside and outside of sector, create ways to engage our customers who may be excluded or disengaged.
  • Ensure that feedback from customers and the outcome is evidenced and shared externally to give customers a balanced view and increase scores on the Tenant Satisfaction Measures.

Sounds like me, so what are you offering? 

If you’re successful, you’ll be joining a dynamic organisation with an amazing culture. We offer competitive benefits that include private healthcare options, discount schemes and with a big emphasis on health and well-being. You’ll have great opportunities to grow and develop, personally and professionally, but the greatest reward will be knowing you’re helping people and communities across our region to thrive.

Your weekly hours of work would be 37, Mon – Fri. You'll also get 30 days holiday plus bank holidays and concessionary days holiday at Christmas.

We’re proud to be Investor in People Platinum award – the highest of IiP accreditation. The award recognises organisations which are passionate about making sure all employees get the best experience at work.

To start your Futures Journey take a look at our Role Profile. Please note we may contact candidates or close the vacancy prior to the closing date.

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