Customer Experience Lead
AH26/2_1719417840
Posted: 26/06/2024
- Up to £54601 per annum
- Hemel Hempstead, Hertfordshire
- TEMPORARY
Monday - Friday
8am - 5:30pm
Temp - Perm position
£54,601 per annum (£24.71 annually)
Office based
Strong Customer Service Management experience required
You will be the organisational lead for customer experience. This includes motivating and managing the Customer Service Team, focusing on delivering high quality customer experience.
* You will be responsible for increasing and promoting digital engagement with customers and will improve customer services by bringing best practice to frontline management of customer experience and complaints.
* Managing customer engagement and ensuring that the voice of the customer is heard and influences the services delivered. * Working with our Customers and our Business intelligence team you will identify complaints and compliments trends to enable the business to improve practices.
* You will work with other business leads to upskill the Customer Service Team and take on more back-office functions. Team responsibilities include
* Delivering service excellence with a commitment to First Point of Contact (FPOC) resolution * Scheduling and planning a range of services and home visits
* Contribution to service improvement initiatives
* Managing complaints and using business intelligence to improve the ways we work
* Measuring and improving the performance of the Customer Service Team
* Shifting customer engagement through digital channels
* Supporting back-office teams to become more field-based
You can demonstrate a track record of delivery against our key deliverables or a foundation on which can be built to fulfil the full brief.
* We are flexible in how you have achieved your skills and experience, through education or through worked experience.
* Your ability to role model our core behaviours is as important as technical expertise.
* You must be able to support a culture founded in trust and respect for everyone.
* A level 4 qualification as regulated by Ofqual in Housing Management or a willingness to enrol in and obtain the qualification
Abbie Hamilton
Recruitment Consultant