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 strategic influence.
- Other info: Dynamic role with potential for permanent position and career growth.
- Why this job: Make a real impact on customer experience and lead meaningful change.
- 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.
Senior CSM in Coventry employer: Hays
Join a forward-thinking housing provider in Coventry as a Senior 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 Senior CSM 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 another candidate but someone who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! You never know when you might bump into someone from the company at an event or online. Having a concise and engaging summary of your experience and what you can bring to the role will help you make a memorable impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we often have exclusive roles listed there that you won’t find anywhere else.
We think you need these skills to ace Senior CSM in Coventry
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer excellence and continuous improvement. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills:As a Senior CSM, you'll be leading a team, so it's crucial to demonstrate your leadership experience. Share specific examples of how you've coached and developed teams in the past, and how you’ve driven customer-focused improvements.
Highlight Your Sector Knowledge:If you have experience in housing or similar customer-focused environments, make sure to mention it! We’re looking for someone who understands the unique challenges and opportunities in this sector, so let us know how you can bring that insight to the table.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be good to go!
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 previous roles, as this is crucial for the Customer Excellence Manager position.
✨Be Data-Driven
Familiarise yourself with how to analyse customer journey data and identify pain points. Bring specific examples of how you've used data to drive improvements in service quality, as this will demonstrate your ability to make informed decisions.
✨Build Relationships
Think about how you've built strong relationships in past roles, both internally and externally. Be prepared to discuss your approach to collaboration and how you ensure customer feedback drives service prioritisation.
