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- Tasks: Lead customer experience initiatives and ensure high service standards in a dynamic environment.
- Company: Join United Infrastructure, a leader in innovative and sustainable solutions.
- Benefits: Full-time role with opportunities for growth and development in a supportive team.
- Why this job: Make a real impact on community projects while enhancing customer satisfaction.
- Qualifications: Experience in customer-facing roles and strong communication skills required.
- Other info: Be part of a mission-driven team focused on delivering excellence.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Customer Experience Manager role at United Living Group. Our Social Infrastructure team is responsible for promoting and delivering high standards of customer service and corporate social responsibility through the development, implementation and management of customer service standards and community events aligned with the company and regional business plans.
Responsibilities
- Ensure that United Infrastructures HSE & Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times.
- Ensure that the United Way of working is complied with and adopted into daily disciplines.
- Monitor the induction of Resident Liaison Officer employees in the United Way of working ensuring that the contract delivery processes are complied with and adopted into daily disciplines.
- Ensure that the resident liaison team consistently use the business work management system and that this standard practice is adhered to at all times.
- Be recognised as a system Super User.
- Demonstrate respect, sensitivity and discretion in a public‑facing role.
- Continuously look for improvements and innovation to ensure we are perceived as market leaders and the contractor of choice.
- Lead the planning, preparation and implementation of the resident liaison strategy in conjunction with the Operations Manager.
- Work collaboratively with Project Administration teams to coordinate efficient and effective communications at all times.
- Actively support the Operations Manager in the management of areas of opportunity and risk that may impact the business plan.
- Lead the team by example at all times and ensure that United Living is a centre of excellence.
- Establish and maintain key strategic relationships with internal and external stakeholders and ensure that liaison responsibilities are fully delivered for each project.
- Support the Contracts Managers to drive CSR activity in line with client aims and objectives, identifying, organising and coordinating the delivery of local‑level CSR events, recording and publicising key added value activity.
- Attend CSR activity events with clients and site teams.
- Produce regular KPIs for customer care for review by clients and Company management team.
- Ensure minimum standards are set, achieved, maintained and communicated on all customer care related activities as required.
- Support the business in the preparation of responses for PQQ and tender quality submissions, attending tender interviews or presentations where necessary.
- Attend regional management and site meetings and attend Client core group meetings as required.
- Assist in the organisation of reality checks for potential new clients/customers when visiting site.
- Ensure residents have been appropriately selected and resident liaison team are available to assist.
- Oversee the effective management of conflict, ensuring problems, disputes and complaints are fully investigated and resolved within specified time scales and outcomes are appropriately communicated to affected stakeholders.
- Manage all people responsibilities for the team including undertaking and monitoring the completion of Performance & Development Reviews, supporting and coaching team members to achieve individual and business objectives.
- Manage all employee related matters, liaising with People Services as necessary.
- Responsible for ensuring strong working relationships are maintained with the operational and Commercial teams on each contract.
- Contribute fully to the development and implementation of Company policies and procedures.
- Market the business with existing and new clients to assist the business development team.
- Any other duties reasonably assigned.
Qualifications
- Appropriate CSCS card
- Proficiency in Microsoft Office packages
- Strong written and verbal communication skills
- Excellent presentation skills
- Full Driving Licence
- Project management experience
- Proven ability to manage conflict resolution
- Line management experience
- Previous experience in a customer‑facing role
Join us at United Infrastructure today and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.
Customer Experience Manager in Manchester employer: United Living group
Contact Detail:
United Living group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. The more connections we have, the better our chances of landing that Customer Experience Manager role.
✨Tip Number 2
Prepare for interviews by researching United Infrastructure inside out. Understand their values, recent projects, and community initiatives. This will help us show how we can contribute to their mission and stand out from the crowd.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to refine our answers and boost our confidence. We want to be ready to tackle any question about customer service and conflict resolution.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and show our enthusiasm for the role. Let’s make sure they remember us as the ideal candidate for the Customer Experience Manager position.
We think you need these skills to ace Customer Experience Manager in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your relevant experience in customer service and project management, and show how you align with our values at United Infrastructure.
Showcase Your Skills: Don’t forget to emphasise your strong written and verbal communication skills. We want to see how you can effectively engage with stakeholders and lead a team, so share specific examples from your past roles.
Be Professional Yet Personable: While we appreciate professionalism, don’t be afraid to let your personality shine through. Show us your passion for customer service and community engagement, as these are key aspects of the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining the United Infrastructure team!
How to prepare for a job interview at United Living group
✨Know the Company Inside Out
Before your interview, make sure you research United Infrastructure thoroughly. Understand their mission, values, and recent projects. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
As a Customer Experience Manager, your ability to handle customer interactions is crucial. Prepare examples from your past experiences where you successfully resolved conflicts or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Leadership Qualities
Highlight your experience in leading teams and managing people. Be ready to discuss how you've motivated team members and fostered a positive work environment. This is key for a role that involves overseeing the resident liaison team and ensuring high standards of service.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the company culture, team dynamics, and expectations for the role. This shows that you're not just interested in the job, but also in how you can contribute to the company's success.
