460 - Customer Experience Manager

Posted: 12/02/2021 11:50
Start Date: Not Available
Salary: 38000
Location: Brixton
Level: Management
Deadline: 07/03/2021 23:59
Hours: 35
Benefits: Standard
Job Type: Fixed Term

We are looking for a Customer Experience Manager to drive forward continuous improvements to customer satisfaction across the organisation ensuring regulatory, organisational and departmental compliance, quality assurance and best practice. Reporting to the Director of Housing and Support you will lead on the development and delivery of customer satisfaction projects designed to continuously improve our customer experience.

The Customer Experience Manager is a newly created role.  You’ll develop vast opportunities to work collaboratively across the business and ensure that we are carving great customer journeys and enhancing customer experience.  To achieve success, you’ll rely upon your assertiveness, curiosity, boldness, tenacity, and precision.  Ultimately, this is a perfect opportunity for the right candidate to make their unique mark within the organisation and make a real difference to our customers across the contractual term.

 

In this role your main responsibilities will include:

  • Lead on the development and delivery of customer satisfaction strategy to improve our customer experience.
  • Evaluate our new customer service hub, which provides front line call management and office services including responsive repairs, rent payments, housing, rent and service charges enquiries among many other things.
  • Driving customer satisfaction performance targets, ensuring effective processes are developed to provide line of sight and triangulation.
  • Ensure all customer care related policies are regularly reviewed and that colleagues are supported to understand them and any changes.
  • Ensure quality assurance mechanisms are created to measure key performance indicator activities.

 

To be successful in this role you will need:

  • CIH and/or Customer Care qualification and/or quality assurance (minimum level 4).
  • Strong experience of managing customer care activities and projects within a housing association context.
  • Experience of developing compliance and quality assurance mechanisms to support customer care and enhance customer experience.
  • Build rapport that encourages active participation and enable others to express ideas and opinions.
  • Demonstrable ability to write letters and reports. 

 

Candidates interested in applying should attach a cover letter outlining how they meet the essential criteria specified in the job ad as well as how they think they meet Housing for Women’s EPIC values.

 

Housing for Women supports women in London to challenge the inequalities they face. As a charity and a registered housing association, we are proud to have housed London’s women for 85 years; providing secure, affordable housing and related services to help them make the most of the opportunities they have.

 

           

 

 

Overall aim

Here at HfW we pride ourselves in our work to empower women through providing good homes and services and challenging inequalities faced by women.

To bring about this overarching commitment we are looking for a Customer Experience Manager to drive forward continuous improvements to customer satisfaction across the organisation ensuring regulatory, organisational and departmental compliance, quality assurance and best practice.

Provide a consistently positively evolving service, promoting excellence and which demonstrates Housing for Women’s corporate values.

 

 

Principal Accountabilities

  • Reporting to the Director of Housing and Support you will lead on the development and delivery of customer satisfaction projects designed to continuously improve our customer experience
  • Providing key reports to Director of Housing and Support and the wider Executive Team
  • Drive forward the gathering and cyclical review of customer profile data
  • Maximise customer voice across the business
  • Ensure all customer engagement channels are effective and engaged
  • Design and deliver compliance and quality assurance processes
  • Support the organisation to achieve its business objectives

 

 Customer service

  • Evaluate our new customer service hub providing front line call management and office services including  responsive repairs, rent payments, housing, rent and service charges enquiries; estate enquiries; incoming call management; customer satisfaction surveys. 
  • Working with the Neighbourhood Manager and Property Services Manager (Operations) to ensure that customer service hub and its communication channels are always adequately resourced  during hours of operation.
  • Driving customer satisfaction performance targets, ensuring effective processes are developed to provide line of sight and triangulation.
  • Provide regular reports on productivity, impact and customer satisfaction targets  performance.
  • Overseeing responses to expressions of dissatisfaction, complaints, compliments and Members Enquiries.
  • Ensuring that robust lessons learned processes are embedded across relevant functions and that the impact of learning is also gauged.

 

 

Compliance

  • Ensure all customer care related policies are fit for current and future purpose.
  • Ensure all customer care related policies are regularly reviewed.
  • Ensure all colleagues are supported to understand all customer care related policies.
  • Ensure compliance against all customer care related policies and processes across the business.
  • Compel, engage and drive resolution from all departments in effectively managing central expressions of dissatisfaction, complaints, Members Enquiries and compliments, and disputes.
  • Oversee the accurate and effective administration of expressions of dissatisfaction, complaints, Members Enquiries and compliments, and disputes by working with the Executive Administrator.
  • Ensure that we are compliant with the Regulator of Social Housing.
  • Ensure that we are compliant with the Housing Ombudsman Service Complaint Handling Code.
  • Ensure coherence with the NHF’s Together with Tenants charter.

 

Quality assurance

  • Ensure quality assurance mechanisms are created to measure key performance indicator activities.
  • Act as the organisational lead with Acuity, including ensuring the provision of all data sets are provided in accordance with the timetable and that results are retrieved and reported against.
  • Lead on the continuous improvement cycle underpinned by a Plan, Do, Act, Review model across the business.
  • Ensure that feedback mechanisms are engaged following closure of complaints cases.
  • Undertakes regular review of all complaints and drives improvements across complaints handlers.
  • Ensure lessons learned are captured and impact of those lessons are evaluated.
  • Ensure that all relevant data is promptly collected and stored appropriately on the CRM.  And that all data has integrity.
  • Ensure regular cycle of review of customer profile data across customer base.

 

 

 

Customer voice

  • Working collaboratively with the Director of Housing and Support, develop an effective and meaningful customer led Scrutiny Panel.
  • Support the development of customer feedback mechanisms locally across a range of support and Almshouses services.  Analyse and provide reports on the results of all feedback mechanisms.
  • Develop thematic focus groups to better understand about the customer experience, informing continuous improvement.
  • Develop thematic mystery shopping programmes to support organisational learning and improvement.

 

Line management

  • Provide appropriate line management / supervisory support to any assigned resource such as volunteer / intern / trainee / colleague.

 

Other

  • Develop and deliver added value activities for example supporting the Wellbeing agenda.
  • Work closely with service managers in delivering the Customer Engagement Strategy.
  • Prepare communications on customer experience performance for stakeholders.
  • To positively support the Association’s Equal Opportunities and Diversity policies in all aspects of work.
  • Occasional work outside of office hours as per the needs of the business.

 

 

 

Please also be aware of and follow Housing for Women’s policies and procedures, with particular attention to health and safety, data protection, equality and diversity and customer service excellence. To further your development and knowledge you will be expected to attend training as necessary.

 

Housing for Women reserves the right to amend this role profile as necessary, after consultation with the post holder, to reflect changes in or to the role.

 

 

Role Experience, Knowledge and Skills Profile

Projects Officer

 

(Please note that areas marked with E are the essential shortlisting criteria; you must address these in your application)

 

Experience & qualifications

  • CIH and/or Customer Care qualification and/or quality assurance (minimum level 4) E
  • Strong experience of managing customer care activities and projects within a housing association context
  • Experience of developing compliance and quality assurance mechanisms to support customer care and enhance customer experience E
  • Experience of using a computerised client record management system
  • Ability to meet deadlines and plan and deliver a range of project activities E
  • Experience of meeting challenging targets
  • Experience of presenting performance data and outcomes
  • An awareness of occasions that require liaison with Social Services (e.g. child protection, domestic violence, safeguarding)

 

Knowledge

Customer care within a social housing context  E

Quality assurance E

Awareness of the external environment impacting on social housing providers E

 

 

Skills

  • Effective listening, and seeking to understand  E
  • Good verbal and non-verbal communication skills with ability to: -

Communicate messages and information clearly, confidently and in engaging ways  E

  • Can situationally adjust communication to meet the needs of the audience
  • Provides timely meaningful and constructive feedback to customers and colleagues  E
  • Demonstrates fairness, promotes dignity and respect and adheres to Equal Opportunities and Diversity policies  E
  • Build rapport that encourages active participation and enable others to express ideas and opinions
  • Demonstrable ability to write letters and reports  E
  • Demonstrable knowledge and experience of using Microsoft Office or equivalent, including use of Word and Excel
  • Strong 'people skills' for building relationships with team members, colleagues and key contacts

 

  • To actively manage multiple projects including managing risk  E
  • Able to prioritise and organise time effectively.
  • To document work systematically and present clear and concise written and verbal reports.  

 

Personal style and behaviour

  • An approach to work that is thorough, open, curious and professional
  • Team focused and supports colleagues at all levels to achieve success
  • Works flexibly within the team and cross-functionally, to achieve success with shared goals   E
  • Has a regard for attention to detail  E
  • Shares knowledge and information appropriately to inform and empower   E
  • Confident and calm approach to work
  • Customer focused   E
  • Self-starter and proactively seeking to positively respond to the needs of customers
  • Takes personal responsibility and ensures fairness within decision making
  • Able to self-reflect to inform continuous learning
  • Personal commitment to the corporate values, vision and objectives of the organisation  E
  • Lead by example (be a role model) – make your behaviour consistent with your words
  • Flexible ‘can do’ attitude.
  • Commitment to quality, delivering excellent customer service, best practice and best value in all aspects of the H4W’s operations

Other requirements

  • Current driving license and use of a vehicle during normal working hours desirable
  • A high degree of confidentiality, trust and reliability
  • Commitment to quality, customer service, best practice and best value in all aspects of the organisation’s operations
  • Evidenced commitment to equality and diversity   E