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- Tasks: Lead a team to enhance customer experience and resolve complaints effectively.
- Company: DigiKape Resourcing, a top recruitment agency in the public and private sectors.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Why this job: Make a real difference in customer satisfaction and drive positive change.
- Qualifications: Strong leadership, communication skills, and a passion for customer service.
- Other info: Join a dynamic team focused on continuous improvement and community engagement.
The predicted salary is between 36000 - 60000 £ per year.
DigiKape Resourcing is a leading recruitment agency, specialising in filling ad hoc shifts and providing temporary and permanent placements for both public and private sectors.
We are looking for a People & Places Lead to manage a high quality service to customers and colleagues through delivering:
- Customer Experience (Contact Hub) Services: Drive, own and nurture the organisations customer experience culture change, from quality of customer care, reputation management to service features and reliability. With strong empathy for customers.
- Allocation Services: Oversee and monitor that properties are allocated and let efficiently, to the organisations voids and lettings standard.
- Customer Resolution (Complaints): Lead the Customer Resolutions section in the continuous improvement of complaint and communication responses, recognising the Housing Ombudsman, Consumer Standards and providing assurance to the SHP board and wider stakeholders.
- Resident Engagement: To be the strategic owner of engagement with residents throughout the complaints process, and post complaints process, the customer experience service and to support the Resident Voice within the service delivery and maximising satisfaction.
- Equality, Diversity and Inclusion: Owner for the Customer Experience service working with EMT and SLT in delivering strategic and operational outcomes for residents.
- Be the Customer champion and advocate for SHP, have excellent communication and leadership skills and a record of elevating customer satisfaction, and ensuring customer needs and expectations are represented across SHP.
- Overseeing the data sources that capture the customer satisfaction, have a strong analytical mindset.
- Support and lead the customer access to services through digital, self service tools, and to lead on the ongoing improvements to processes and technology required.
- Working collaboratively across the organisation to ensure a cohesive customer experience and embracing SHPs HOME values.
- Line managing, coaching team leads for their development and progression.
- Provide the organisation with continuous learning from complaints, the customer experience and the wider social housing sector.
- Leading on maintaining the Customer Excellence accreditation.
- Responsibility for meeting the SHP Customer Experience Service Standards, the Tenant Satisfaction Measures and the Complaints Resolution Policy and Process.
- Provide continuous learning and development for the teams.
- Deliver against Consumer standards for Residents, promoting trust and confidence and ensuring that both SHP and residents keep their sides of the bargain.
- Lead a team to deliver outstanding levels of service to both internal and external customers whilst continually developing the service.
- Achieve value for money with a continuous improvement programme which increases performance whilst delivering efficiency savings.
- Manage supplier/main contractor contracts to ensure value for money and demonstrate excellent partnering and relationship management skills.
- Ensure the organisation is compliant with legal obligations.
- Lead the Customer Experience, Allocations and Customer Resolutions Teams to be efficient and effective, instilling a team spirit and resident focused culture, with an effective communication strategy at its heart.
- Network with similar organisations and more widely to enable benchmarking and continuous development of the service.
- Build strategic partnerships and collaborate with colleagues, involved residents, the council and strategic partners.
To apply please apply to this advertisement with your CV or send it directly to DigiKape at info@digikape.co.uk clearly stating the job role and location/ area being applied for.
To discuss this opportunity further please get in contact with us directly on 03333396737 Mon-Fri 9.30am -6pm or email info@digikape.co.uk.
People & Places Lead (BAND7C) - Management in Sutton employer: DigiKape
Contact Detail:
DigiKape Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land People & Places Lead (BAND7C) - Management in Sutton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. The more people you know, the better your chances of landing that People & Places Lead role.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their customer experience culture and think about how you can contribute to it. We want to see your passion for improving customer satisfaction!
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss your experience in managing teams and driving change. We love candidates who can inspire others and elevate service standards.
✨Tip Number 4
Apply through our website for a smoother process! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for talent that aligns with our mission to enhance customer experiences.
We think you need these skills to ace People & Places Lead (BAND7C) - Management in Sutton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the People & Places Lead role. Highlight your experience in customer service, leadership, and any relevant achievements that showcase your ability to drive customer satisfaction and manage teams.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about improving customer experiences and how your skills align with our values. Be genuine and let your personality come through!
Showcase Your Analytical Skills: Since the role involves overseeing data sources for customer satisfaction, make sure to mention any experience you have with data analysis or using metrics to improve services. We love numbers that tell a story!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at DigiKape
✨Know the Company Inside Out
Before your interview, make sure you research DigiKape Resourcing thoroughly. Understand their mission, values, and the specific services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer-Centric Mindset
As a People & Places Lead, you'll need to demonstrate strong empathy for customers. Prepare examples from your past experiences where you've successfully improved customer satisfaction or resolved complaints. This will highlight your ability to lead the Customer Experience team effectively.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and leadership abilities. Think of situations where you've had to manage a team or handle a difficult customer issue, and be ready to discuss how you approached these challenges.
✨Emphasise Your Collaborative Skills
Collaboration is key in this role. Be prepared to talk about how you've worked with different teams or stakeholders in the past. Highlight any successful partnerships you've built and how they contributed to achieving common goals, especially in a customer-focused environment.
