At a Glance
- Tasks: Lead and inspire teams to deliver exceptional customer service and resolve complaints effectively.
- Company: Dynamic organisation focused on enhancing customer experiences in a collaborative environment.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Join a supportive culture that values continuous improvement and teamwork.
- Why this job: Make a real difference by improving customer experiences and leading a passionate team.
- Qualifications: Proven leadership skills and expertise in customer service and complaint resolution.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for an experienced and customer focused Customer Experience Manager to lead our Customer Service Centre and Customer Resolution teams. You will create a high performing culture that puts customers at the heart of everything we do, ensuring enquiries, feedback and complaints are handled efficiently, professionally and with a focus on achieving the right outcome first time.
You will lead the management of the Customer Service Centre, ensuring customer contact is handled effectively across all channels and that colleagues have the support, guidance and performance focus needed to deliver a responsive and consistent service. You will also lead the management of customer complaints, including complex and escalated cases, ensuring compliance with the Housing Ombudsman Complaint Handling Code and relevant regulatory standards.
Working closely with managers and colleagues across the business, you will help resolve service issues, embed learning from complaints and Ombudsman decisions, and support the development of services that improve the customer experience. You will also oversee customer contact and feedback systems, monitor performance measures, manage supplier relationships and contribute to service planning, reporting and budget management.
As a Customer Experience Manager, you will build a positive and collaborative team culture. You will lead, motivate and develop colleagues, supporting them to deliver excellent customer service and achieve performance targets. You will use your leadership skills to coach and develop teams, encourage continuous improvement and ensure accurate record keeping and consistent service standards.
If you are an experienced people leader with strong customer service and complaint handling expertise, a passion for service improvement and the ability to influence positive change, we would like to hear from you.
If you feel you would be the right person for this role, simply apply now.
Customer Experience Manager in Wilden employer: Community Housing
Community Housing is an exceptional employer that prioritises a high-performing culture centred on customer satisfaction and team development. With a strong commitment to employee growth, we offer comprehensive training and support, ensuring our staff are equipped to excel in their roles. Located in a vibrant community, we foster a collaborative work environment where every team member's contribution is valued, making it a rewarding place to build a meaningful career.
