At a Glance
- Tasks: Lead initiatives to enhance customer service and create impactful training programmes.
- Company: Join Magna, a forward-thinking organisation dedicated to creating great homes.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Home-based role with travel across Dorset and Somerset; fixed-term contract for 2 years.
- Why this job: Make a real difference by championing customer-focused culture and driving meaningful change.
- Qualifications: Experience in customer experience or service design, with strong communication skills.
The predicted salary is between 47000 - 47000 € per year.
£47,000 per annum plus additional benefits. 37 hours per week. Home-based, with the expectation of regular travel to various sites within our region (Dorset and Somerset). Fixed-term contract: 2 years. Closing date for applications: 28.05.26 (Midday). Please be aware that we are unable to provide Visa Sponsorship against this role. Applicants must already have the legal right to work and reside in the UK without the need for Employer Sponsorship.
At Magna, our vision is to create great homes together. We have ambitious plans, and are seeking creative, aspirational, and talented people to join our fast-paced, adaptable, and highly collaborative environment.
The role & what you take care of:
Are you passionate about driving meaningful change and putting the customer at the heart of everything you do? We are seeking a dynamic and proactive Service Excellence Lead to join our team, where you will play a pivotal role in shaping a customer-focused culture and championing best practice across the organisation. This role offers the opportunity to work collaboratively with colleagues at all levels, influence strategic transformation, and ensure that both internal and external service excellence remains at the forefront of our mission. If you thrive on building strong, unified relationships, challenging the status quo, and representing the voice of the customer, we would love to hear from you.
- Design and Deliver Bespoke Training: Use Data and Insight to Drive Impact. Analyse current performance, customer feedback, and service metrics to understand where we are and define where we want to be. Use this insight to shape training content and targeted interventions, ensuring progress is measurable and aligned with strategic goals.
- Create Role-Specific, Engaging Programmes: Develop tailored training for key teams—Housing Officers, Repairs, Contact Centre, Finance, IT, and others—ensuring relevance to their day-to-day challenges and responsibilities.
- Bring Customer Journeys to Life: Embed storytelling, lived experience, and service design principles to deepen understanding of customer needs and behaviours, fostering empathy and service excellence.
- Deliver Immersive and Flexible Learning Experiences: Facilitate a mix of workshops, e-learning modules, and hands-on immersive sessions that challenge assumptions, shift mindsets, and build confidence in delivering outstanding service.
- Inclusive Service Design: Work closely with our digital and transformation teams to ensure inclusive service design across all customer-facing and internal services, ensuring services are accessible, trauma-informed, and responsive to diverse customer needs. Use insight and feedback to co-design improvements that remove friction and enhance experience.
What you need to be successful:
- Proven experience in customer experience, service design, or learning & development—ideally within housing, public services, or a regulated sector.
- Strong facilitation and communication skills, with the ability to engage diverse audiences.
- A deep understanding of trauma-informed, inclusive, and person-centred approaches.
- Ability to translate strategy into practical, impactful training and cultural initiatives.
- Empathy, creativity, and a relentless focus on improving lives through better service.
Service Excellence Lead in Dorchester employer: Magna Housing Ltd
At Magna, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Service Excellence Lead, you will have the opportunity to drive meaningful change in a supportive environment that values your contributions and encourages professional growth. With a focus on customer-centric service design and inclusive practices, our home-based role offers flexibility alongside regular engagement with diverse teams across Dorset and Somerset, making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Service Excellence Lead in Dorchester
✨Tip Number 1
Network like a pro! Reach out to people in your industry, attend events, and connect on LinkedIn. We can’t stress enough how important it is to build relationships that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show them you’re not just a fit for the role, but also for their team. Tailor your answers to reflect their values and mission.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. We believe that the more you practice, the more confident you’ll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Service Excellence Lead in Dorchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer experience and service design. We want to see how your skills align with our mission of creating great homes together!
Showcase Your Passion:In your application, let us know why you’re passionate about driving meaningful change and putting customers at the heart of what you do. Share specific examples that demonstrate your commitment to service excellence.
Be Clear and Concise:Keep your application clear and to the point. Use bullet points where possible to make it easy for us to see your key achievements and skills. Remember, we appreciate a well-structured application!
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. We can’t wait to hear from you!
How to prepare for a job interview at Magna Housing Ltd
✨Know Your Customer-Centric Approach
Make sure you can articulate your understanding of customer experience and service design. Prepare examples from your past roles where you've successfully put the customer at the heart of your work, as this aligns perfectly with what the company is looking for.
✨Showcase Your Training Skills
Since the role involves designing and delivering bespoke training, be ready to discuss your experience in this area. Bring along a few ideas for training programmes that could benefit the teams mentioned in the job description, like Housing Officers or the Contact Centre.
✨Demonstrate Your Data Savvy
The ability to use data and insights to drive impact is crucial. Brush up on how you've previously analysed performance metrics or customer feedback to inform your decisions. Be prepared to discuss specific examples where your data-driven approach led to measurable improvements.
✨Emphasise Collaboration and Communication
This role requires working closely with various teams, so highlight your strong facilitation and communication skills. Think of instances where you've successfully engaged diverse audiences and fostered collaboration to achieve common goals.
