At a Glance
- Tasks: Lead and enhance the customer journey in property services for an outstanding resident experience.
- Company: Dynamic property services operation in Dacorum with a focus on customer satisfaction.
- Benefits: £42,000 salary, £5,000 car allowance, and opportunities for career progression.
- Other info: Join a growing team with a commitment to continuous improvement and resident engagement.
- Why this job: Shape the future of customer experience and make a real difference in residents' lives.
- Qualifications: Experience in customer service management and strong communication skills required.
The predicted salary is between 42000 - 42000 € per year.
We are seeking an experienced and strategic Customer Experience Manager to lead and shape the customer journey across a growing property services operation in Dacorum. This is a pivotal role focused on delivering an outstanding resident experience across planned works, repairs, complaints handling, and customer communications. The successful candidate will play a key role in defining processes, improving engagement, and ensuring customer interactions are managed professionally and consistently throughout the lifecycle of works.
Working closely with operational teams, you will take ownership of customer touchpoints and drive continuous improvement in service delivery and resident satisfaction.
Key Responsibilities- Oversee the end-to-end customer journey across planned maintenance, repairs, and complaints.
- Map, develop, and implement customer experience processes and service standards.
- Define and improve customer contact procedures relating to complaints and planned works.
- Lead on resident communications, ensuring messaging is clear, consistent, and customer-focused.
- Manage and support Resident Liaison Officers (RLOs), including guidance on handbooks, communications, and external engagement.
- Work collaboratively with operational and repairs teams to ensure customer expectations are effectively managed.
- Identify service improvement opportunities and implement strategic initiatives to enhance customer satisfaction.
- Monitor customer feedback and complaints trends to drive operational improvements.
- Previous experience within customer experience, resident liaison, or customer service management within social housing, property services, repairs, or planned maintenance.
- Strong understanding of repairs and maintenance environments.
- Proven ability to design and improve customer journey processes.
- Strategic thinker with excellent stakeholder management and communication skills.
- Experience managing customer complaints and resident engagement.
- Confident leading teams and developing customer-focused service cultures.
- Full UK driving licence preferred.
- £42,000 basic salary
- £5,000 car allowance
- Opportunity to shape and grow a developing customer experience function
- Long-term career progression within a growing business
Customer expereince manager - Dacorum employer: Regen Solutions
Join a forward-thinking property services operation in Dacorum, where we prioritise employee growth and a collaborative work culture. As a Customer Experience Manager, you will not only lead the charge in enhancing resident satisfaction but also benefit from a competitive salary, generous car allowance, and the opportunity to shape a developing function within a supportive environment that values your contributions and career progression.
StudySmarter Expert Advice🤫
We think this is how you could land Customer expereince manager - Dacorum
✨Tip Number 1
Network like a pro! Reach out to people in the property services sector, especially those who work in customer experience. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience management. Think about your past experiences and how they relate to the role. We want you to shine when discussing your strategic thinking and stakeholder management skills!
✨Tip Number 3
Showcase your passion for improving customer journeys! During interviews, share specific examples of how you've enhanced customer satisfaction in previous roles. This will demonstrate your commitment to delivering an outstanding resident experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer expereince manager - Dacorum
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Experience Manager. Highlight your experience in customer service management, especially within property services or social housing. We want to see how your skills align with our mission to enhance resident satisfaction!
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 journeys and how you’ve successfully managed complaints and communications in the past. Keep it engaging and relevant to the role we’re offering.
Showcase Your Strategic Thinking:In your application, don’t forget to mention specific examples where you've designed or improved customer journey processes. We love seeing candidates who can think strategically and have a proven track record of enhancing customer experiences.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy to do!
How to prepare for a job interview at Regen Solutions
✨Know the Customer Journey
Familiarise yourself with the entire customer journey in property services. Understand how planned works, repairs, and complaints are handled. This will help you demonstrate your strategic thinking and ability to improve processes during the interview.
✨Showcase Your Experience
Prepare specific examples from your previous roles that highlight your experience in customer experience management. Focus on situations where you've successfully improved customer satisfaction or streamlined communication processes, as these are key aspects of the role.
✨Engage with Stakeholders
Be ready to discuss how you’ve effectively managed relationships with various stakeholders in past positions. Highlight your communication skills and how you’ve collaborated with teams to enhance service delivery, which is crucial for this role.
✨Prepare for Scenario Questions
Anticipate scenario-based questions related to handling complaints or improving customer engagement. Think through your approach to resolving issues and enhancing the customer experience, as this will showcase your problem-solving skills and strategic mindset.
