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- Tasks: Lead customer resolution efforts and drive service improvements through insightful feedback.
- Company: Join SHP, a top-rated organisation dedicated to enhancing residents' lives.
- Benefits: Enjoy competitive pay, generous annual leave, and a strong pension scheme.
- Why this job: Make a real difference in the community while developing your leadership skills.
- Qualifications: Proven experience in customer service and a passion for improving outcomes.
- Other info: Collaborative environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for an experienced and values-driven Customer Resolution and Insight Manager who is passionate about doing the right thing for residents and using insight to continually improve services. You will be a confident and credible leader who believes that complaints not only ensure compliance but drive fairness, learning and improving outcomes for customers. You will enjoy working collaboratively across teams, building positive relationships with colleagues, councillors and external partners, and creating a culture where feedback is welcomed and acted upon.
Acting as a key advisor across our service areas, you will be the primary point of contact for the Housing Ombudsman, ensuring the organisation consistently aligns with the Dispute Resolution Principles. This role has high visibility; you will work closely with the Executive Management Team (EMT) and senior leaders to ensure that lessons learned are embedded into our service delivery.
At SHP our strength and depth lies primarily in the knowledge, experience and commitment of our colleagues to deliver excellent services to residents. As a landlord organisation this means enabling families and households to be safe in their homes, sustain their tenancy and lead healthy and rewarding lives. SHP was awarded the highest possible rating of C1 by the Social Housing Regulator in October.
Colleagues at SHP take pride in delivering our priorities and working in rewarding careers. In turn, we strive to reward them fairly through SHP’s pay and reward systems. Roles are reviewed to ensure pay reflects the responsibilities of the individual in line with our systems. A good work-life balance is important and our key benefits are:
- Membership of the pension scheme where employees contribute between 5.5% and 12%. Sutton Housing Partnership contribution rate to your pension is 18.4% from 1 April.
- Annual leave of either 28 or 33 days per year (depending on the role) plus paid time off.
Customer Resolutions & Insight Manager in London employer: LONDON BOROUGH OF SUTTON
Contact Detail:
LONDON BOROUGH OF SUTTON Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolutions & Insight Manager in London
✨Tip Number 1
Network like a pro! Reach out to current employees at SHP on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Customer Resolutions & Insight Manager role.
✨Tip Number 2
Prepare for the interview by understanding SHP's values and mission. Think about how your experience aligns with their commitment to fairness and improving outcomes for customers. We want to see that passion shine through!
✨Tip Number 3
Showcase your leadership skills during the interview. Be ready to discuss specific examples of how you've built positive relationships and acted on feedback in previous roles. We love to hear about real-life scenarios!
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Resolutions & Insight Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to reflect the values and skills mentioned in the job description. We want to see how your experience aligns with our mission of improving services for residents.
Showcase Your Leadership Skills: As a Customer Resolutions & Insight Manager, you'll need to demonstrate your leadership abilities. Use examples from your past roles where you've successfully led teams or projects, especially those that involved resolving complaints or improving outcomes.
Highlight Collaborative Experiences: We value teamwork at StudySmarter, so be sure to mention any experiences where you've worked collaboratively with different teams or stakeholders. This will show us that you can build positive relationships and foster a culture of feedback.
Apply Through Our Website: Don't forget 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 makes the whole process smoother for everyone involved.
How to prepare for a job interview at LONDON BOROUGH OF SUTTON
✨Know Your Stuff
Make sure you understand the role of a Customer Resolutions & Insight Manager inside out. Familiarise yourself with the Dispute Resolution Principles and how they apply to the organisation. This will show that you're not just interested in the job, but that you’re genuinely passionate about improving services for residents.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams or projects in the past. Think about times when you’ve built positive relationships with colleagues or external partners. This is your chance to demonstrate your credibility as a leader who can drive fairness and learning from complaints.
✨Emphasise Collaboration
Since this role involves working closely with various teams and senior leaders, be ready to discuss how you’ve collaborated effectively in previous roles. Highlight any experiences where you’ve created a culture of feedback and acted on it, as this aligns perfectly with what they’re looking for.
✨Ask Thoughtful Questions
Prepare some insightful questions to ask during the interview. This could be about how the organisation measures success in customer resolutions or how they implement lessons learned into service delivery. Asking thoughtful questions shows your interest and helps you gauge if the company’s values align with yours.
