Assistant Customer Experience Manager

Blue Octopus Recruitment Limited; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency is looking for an Assistant Customer Experience Manager in Birmingham. The role involves enhancing resident experiences across projects by mentoring teams and driving communication excellence. Ideal candidates will have a background in customer experience and a passion for improving lives. Competitive benefits include bonuses and private medical insurance.

Benefits

Bonus entitlement based on performance KPIs

26 days of holidays

Life Assurance

Pension

Private medical insurance

Ability to purchase additional holiday

Access to discount portal

Cycle to Work scheme

Digital GP

Employee assistance programme

Sharesave scheme

Qualifications

• Experience in a customer experience role.
• Proficiency in driving engagement and improvement initiatives.

Responsibilities

• Support implementation of improved resident experience.
• Monitor complaints and promote social value.
• Guide and mentor Resident Liaison Officers.

Skills

Strong communication skills

Organizational skills

Team player

Self-starter

Ability to influence without authority

Job description

40 hours per week

An exciting opportunity has arisen for an Assistant Customer Experience Manager to join us to support the implementation of an improved resident experience across all our projects.

Reporting to the Customer Experience Manager, you will be instrumental in driving consistency, quality, and engagement across resident communications and processes. You’ll apply our resident engagement framework and ensure our resident information packs are accurate, accessible, and aligned across projects. By spending time with site teams and residents, you’ll identify opportunities for improvement and turn insights into meaningful actions.

You’ll work closely with Resident Liaison Officers (RLOs), providing guidance, mentoring, and ongoing support to help them deliver outstanding service.

In addition, you will monitor complaints and lessons learned to promote social value and support the set-up of new projects and CRM systems. You’ll be a champion for collaboration, continuous improvement, and clear communication, ensuring that every task is completed to a high standard and on time.

We are looking for someone with experience in a similar customer experience role.

If you’re a team player with strong communication skills, organised, a self-starter, and able to influence without authority, along with a passion for making a difference in people’s lives, this is your chance to contribute to a culture of excellence and help us deliver a resident experience we can all be proud of.

Benefits

• Bonus entitlement based on performance KPIs
• Holidays - 26 days
• Life Assurance
• Pension
• Private medical insurance
• Ability to purchase additional holiday
• Access to discount portal
• Cycle to Work scheme and the Lovell Way to EV salary sacrifice car scheme
• Digital GP
• Employee assistance programme
• Sharesave scheme

As an Investors in People Gold award employer, Lovell is the UK’s leading provider of mixed tenure affordable homes and has a reputation for innovation and excellence in the delivery of high-quality housing development and regeneration projects.

We are committed to enhancing the communities in which we work, building quality homes for real people and looking after our own people; developing talent is key to achieving this. We understand that the success of our organisation comes from the strengths, skills and personalities of our people. Lovell is an equal opportunities employer who encourage and value diversity and inclusion within our teams.

The Lovell culture is one that has been successful for many years. It is based on empowering colleagues to make decisions at a regional and local level, and to challenge the status quo whilst working as one to achieve our goals and make Lovell a great place to work for all.