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- Tasks: Help improve tenant experiences through data analysis and process enhancements.
- Company: Join Two Rivers Housing, dedicated to providing warm, safe homes for everyone.
- Benefits: Enjoy a competitive salary, full-time hours, and a supportive work environment.
- Why this job: Make a real impact in the community while developing your skills in a dynamic role.
- Qualifications: Customer service experience and a creative mindset are essential; housing industry knowledge is a plus.
- Other info: We value diversity and inclusivity; support is available throughout the recruitment process.
The predicted salary is between 27000 - 37000 £ per year.
Newent, Gloucestershire
£32,708 per annum
12 month FTC
Full time (37 hours per week)
Come make a real difference as our Customer Experience Business Partner. Everyone should have a warm, safe, affordable home. As a Customer Experience Business Partner, you'll play a key role in helping us provide this for our tenants. You'll be responsible for providing analysis and support to departmental leads based on system data, complaints and TSM feedback whilst driving improvements to systems, procedures and processes ensuring we operate best practice and minimise ongoing impact to our tenants.
What You'll Bring To Our Team
As the friendly face of Two Rivers Housing, you'll use your skills and expertise to deliver a great customer experience for our tenants. You will be championing a customer and human centric approach across the organisation looking at the bigger picture on how we can improve and tailor our processes whilst ensuring we learn from our mistakes and become a leading Housing Association in this area. This is a fantastic opportunity that will allow the successful candidate to become a specialist across a business area whilst supporting the wider impact across the whole business.
Key Responsibilities
- Provide data insight and analysis, advice and guidance, including the identification of best practice from complaints, tenant contact and TSM feedback.
- Develop and monitor all aspects of online and contact centre system usage to maximise efficiency, consistency and first-time resolution and deliver continuous improvement.
- Liaise with service managers to identify and implement areas for improvement using data insight and analysis.
- Oversee a positive customer journey and meet key performance outcomes and service standards.
- Support consistent IT system use across the organisation to maintain the integrity of vital data used by all service areas.
- Manage and maintain the complaints process ensuring we remain compliant with the Housing Ombudsman Code.
- Ensure that lessons learnt are fully documented and implemented to reduce ongoing impact.
Skills And Experience
- A creative thinker who challenges those around them to think differently and find new solutions and assess the wider impact.
- Exceptional customer services skills essential as the role will require liaising with some of our least satisfied tenants and building relationships.
- Competent written and verbal communicator that can communicate effectively with all stakeholders using appropriate relevant language and techniques.
- Demonstrable experience of complaint management within the Housing industry.
Qualifications
- Full UK driving licence and access to a car insured for business use.
- Chartered Institute of Housing level 3 desirable.
- Must have or be working towards a Business Improvement Qualification.
- ILM qualification preferable.
We recognise that no candidate will meet every desired requirement, so if your experience looks a little different but you think you can bring your great skills and can-do attitude to the role, we'd love to hear from you.
If you need any additional help or support through the recruitment process, please get in touch with our team.
Customer Experience Business Partner employer: Visual Geac
Contact Detail:
Visual Geac Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Business Partner
✨Tip Number 1
Familiarise yourself with the key responsibilities outlined in the job description. Understanding how to provide data insight and analysis will be crucial, so think about examples from your past experience where you've successfully used data to drive improvements.
✨Tip Number 2
Showcase your exceptional customer service skills by preparing to discuss specific instances where you've turned around a negative customer experience. This will demonstrate your ability to build relationships with tenants, especially those who may be dissatisfied.
✨Tip Number 3
Research best practices in complaint management within the housing industry. Being able to discuss these practices and how you can implement them at Two Rivers Housing will set you apart as a candidate who is proactive and knowledgeable.
✨Tip Number 4
Prepare to discuss your creative thinking skills and how you've challenged processes in previous roles. Think of examples where your innovative solutions have led to improved outcomes, as this aligns perfectly with the role's requirements.
We think you need these skills to ace Customer Experience Business Partner
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and skills required. Tailor your application to highlight how your experience aligns with the role of Customer Experience Business Partner.
Highlight Relevant Experience: Emphasise your experience in customer service and complaint management, particularly within the housing industry. Use specific examples to demonstrate your ability to improve processes and enhance customer satisfaction.
Showcase Communication Skills: As effective communication is crucial for this role, ensure your application reflects your written and verbal communication skills. Use clear and concise language, and consider including examples of how you've successfully communicated with stakeholders.
Express Your Passion: Convey your enthusiasm for improving customer experiences and your commitment to creating a positive impact. Share your vision for how you can contribute to Two Rivers Housing's mission of providing warm, safe, and affordable homes.
How to prepare for a job interview at Visual Geac
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Experience Business Partner. Familiarise yourself with the key tasks mentioned in the job description, such as data analysis and complaint management, so you can discuss how your skills align with these requirements.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that demonstrate your exceptional customer service skills. Be ready to discuss how you've successfully handled difficult situations or complaints, as this role involves liaising with less satisfied tenants.
✨Highlight Your Analytical Abilities
Since the role requires providing data insight and analysis, be prepared to talk about your experience with data-driven decision-making. Discuss any tools or methods you've used to analyse data and how you've applied this to improve processes.
✨Emphasise Continuous Improvement
The job focuses on driving improvements to systems and processes. Share examples of how you've identified areas for improvement in previous roles and the impact those changes had. This will show your proactive approach and commitment to enhancing customer experience.
