Customer Experience Business Partner

IRIS Recruitment; Forest of Dean; On-site; GBP 33,000; Full time

Job summary

Join a leading housing association as a Customer Experience Business Partner in Gloucestershire. This role entails enhancing tenant satisfaction by leveraging data insights to improve service delivery. Ideal candidates will exhibit thorough communication skills and a commitment to customer care, along with necessary qualifications in business improvement.

Qualifications

• Demonstrable experience in complaint management within the housing industry.
• Candidate must have a valid UK driving license for business use.
• Working towards or possessing a Business Improvement Qualification.

Responsibilities

• Provide data insight and analysis to identify best practices from tenant feedback.
• Develop and monitor system usage to maximize efficiency and first-time resolution.
• Manage the complaints process ensuring compliance with Housing Ombudsman Code.

Skills

Customer service skills

Creative thinking

Communication

Complaint management

Education

Full UK driving licence

Business Improvement Qualification

Chartered Institute of Housing Level 3

ILM qualification

Job description

Customer Experience Business Partner

Newent, Gloucestershire

£32,708 per annum

Permanent

Full time (37 hours per week)

Come make a real difference as our Customer Experience Business Partner

Everyone should have a warm, safe, affordable home.

As a Customer Experience Business Partner you’ll play a key role in helping us provide this for our tenants. You’ll be responsible for providing analysis and support to departmental leads based on system data, complaints and TSM feedback whilst driving improvements to systems, procedures and processes ensuring we operate best practice we minimise ongoing impact to our tenants.

What you’ll bring to our team

As the friendly face of Two Rivers Housing, you’ll use your skills and expertise to deliver a great customer experience for our tenants. You will be championing a customer and human centric approach across the organisation looking at the bigger picture on how we can improve and tailor our processes whilst ensuring we learn from our mistakes and become a leading Housing Association in this area.

This is a fantastic opportunity that will allow the successful candidate to become a specialist across a business area whilst supporting the wider impact across the whole business.

Key Responsibilities

• Provide data insight and analysis, advice and guidance, including the identification of best practice from complaints, tenant contact and TSM feedback.

• Develop and monitor all aspects of online and contact centre system usage to maximise efficiency, consistency and first-time resolution and deliver continuous improvement.

• Liaise with service managers to identify and implement areas for improvement using data insight and analysis.

• Oversee a positive customer journey and meet key performance outcomes and service standards.

• Support consistent IT system use across the organisation to maintain the integrity of vital data used by all service areas.

• Manage and maintain of complaints process ensuring we remain compliant with the Housing Ombudsman Code.

• Ensure that lessons learnt are fully documented and implemented to reduce ongoing impact.

Skills and Experience

• A creative thinker who challenges those around them to think differently and find new solutions and assess the wider impact.

• Exceptional customer services skills essential as the role will require liaising with some of our least satisfied tenants and building relationships.

• Competent written and verbal communicator that can communicate effectively with all stakeholders using appropriate relevant language and techniques.

• Demonstrable experience of complaint management within the Housing industry.

Qualifications

• Full UK driving licence and access to a car insured for business use.

• Chartered Institute of Housing level 3 desirable.

• Must have or be working towards a Business Improvement Qualification.

• ILM qualification preferable.

We recognise that no candidate will meet every desired requirement, so if your experience looks a little different but you think you can bring your great skills and can-do attitude to the role, we’d love to hear from you.

Please note: This role is not open to agencies. Please do not call or email. Thank you.

Need some additional support?

We are committed to creating an equal, diverse, and inclusive workplace that creates a great working environment and a great experience for our customers. If you need any additional help or support through the recruitment process, please get in touch with our team.