At a Glance
- Tasks: Lead customer-focused improvements and champion the customer voice across the organisation.
- Company: Forward-thinking housing provider committed to exceptional customer experiences.
- Benefits: Competitive hourly rate, temporary contract, and opportunity for meaningful impact.
- Other info: Dynamic role with potential for permanent position and career growth.
- Why this job: Shape customer experience and drive change in a strategic leadership role.
- Qualifications: Experience in managing customer experience teams and leading improvement projects.
The predicted salary is between 60000 - 60000 £ per year.
13 week full time role as a Customer Excellence Manager based in Coventry.
£29.38 per hour | Coventry | 13-week temporary contract | Start date: ASAP | Basic DBS required.
You will be joining a forward-thinking housing provider on a 13 week basis initially. The organisation is committed to delivering exceptional customer experiences and is undertaking a key period of transition while they recruit permanently for this position. They are seeking an experienced Customer Excellence Manager to lead customer-focused improvement activity and ensure customers remain at the centre of service design, decision-making, and operational performance.
As the Customer Excellence Manager, you will lead a team of Customer Excellence Leads, ensuring the customer voice is championed across all levels of the organisation. Your responsibilities will include:
- Leading, coaching, supporting, and developing Customer Excellence Leads, including recruitment, inductions, 1-to-1s, and performance management.
- Monitoring team outputs to ensure performance objectives and targets are met.
- Creating and maintaining quality frameworks, processes, procedures, and management documentation.
- Collaborating with operational teams to analyse customer journey data, identify pain points, and drive continuous improvement.
- Producing customer journey maps, internal processes, and improvement plans to remove waste and enhance service quality.
- Supporting the design of inclusive, accessible customer channels across digital, phone, and face-to-face interactions.
- Leading and managing change initiatives, ensuring policies and procedures remain current and compliant.
- Building strong relationships across the organisation and externally, ensuring customer insight and feedback drives service prioritisation.
This is a strategic, cross-functional leadership role at the heart of service transformation, requiring a proactive, influential, and outcomes-focused manager.
What you'll need to succeed:
- Chartered Institute of Housing Level 3 qualification or equivalent Level 6 degree.
- Proven experience managing customer experience or continuous improvement teams and leading end-to-end projects.
- Demonstrated ability to work cross-functionally to deliver improvements from concept to implementation.
- Sector-specific knowledge and leadership experience, ideally within housing or a similar customer-focused service environment.
- Ability to travel between office locations and community-based venues as required.
- A valid Basic DBS or willingness to obtain one.
What you'll get in return:
You will receive a competitive hourly rate of £29.38, working on a 13-week temporary contract that provides stability while the permanent recruitment process takes place. This role offers a unique opportunity to influence customer experience at a strategic level, lead meaningful change, and shape how services support and engage customers across multiple channels.
Customer Management Manager in Coventry employer: Hays
Join a forward-thinking housing provider in Coventry as a Customer Excellence Manager, where you will play a pivotal role in enhancing customer experiences during a transformative period. With a commitment to employee development and a collaborative work culture, this temporary position offers competitive pay and the chance to lead impactful change while ensuring that customer insights drive service improvements. Embrace the opportunity to shape service delivery and make a meaningful difference in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Management Manager in Coventry
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or customer experience field. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to customer excellence and think of examples from your past experiences that align with their goals. This will show them you're not just a fit on paper but also in spirit!
✨Tip Number 3
Practice your pitch! You never know when you'll meet someone who could help you land that Customer Excellence Manager role. Have a concise summary of your experience and what you bring to the table ready to go, so you can impress them on the spot.
✨Tip Number 4
Don't forget to apply through our website! We make it easy for you to find roles that match your skills and aspirations. Plus, applying directly shows your enthusiasm and commitment to joining our team.
We think you need these skills to ace Customer Management Manager in Coventry
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Excellence Manager role. Highlight your experience in managing customer experience teams and any relevant projects you've led. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about customer excellence and how you can contribute to our mission. Be sure to mention any specific achievements that demonstrate your ability to lead and improve customer experiences.
Showcase Your Leadership Skills:In your application, emphasise your leadership experience. We’re looking for someone who can coach and develop a team, so share examples of how you've successfully managed and supported others in previous roles.
Apply Through Our Website:We encourage you to apply 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. Plus, it’s super easy!
How to prepare for a job interview at Hays
✨Know Your Customer Excellence
Make sure you understand the principles of customer excellence and how they apply to the housing sector. Brush up on your knowledge about customer journey mapping and continuous improvement strategies, as these will likely come up in conversation.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams and managing change initiatives. Be ready to discuss how you've coached and developed team members in the past, as this role requires strong leadership capabilities.
✨Demonstrate Cross-Functional Collaboration
Think of specific instances where you've worked across different departments to drive improvements. The interviewers will want to see that you can effectively collaborate with operational teams to enhance customer experiences.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Practice articulating how you would handle common challenges in customer service and improvement projects, focusing on your strategic approach and outcomes.
