Customer Experience Improvement Manager

Housing Diversity Network; North Shields, Stanley, Newburn; On-site; GBP 46,000; Full time

Job summary

An established industry player is looking for a Customer Experience Improvement Manager to lead initiatives that transform customer feedback into actionable improvements. This pivotal role involves managing projects, analyzing customer satisfaction data, and fostering a culture of continuous improvement. With a focus on stakeholder engagement and effective leadership, the successful candidate will play a key role in enhancing service delivery and driving business change. Join a dynamic team committed to making a difference in customer experience within the housing sector, where your insights will lead to meaningful improvements.

Benefits

26 days annual leave

Birthday leave

Pension

Health cash plan

Funding for professional development

Qualifications

• Experience in delivering customer experience initiatives.
• Strong background in project management and stakeholder engagement.

Responsibilities

• Lead the Customer Experience Improvement team to enhance service delivery.
• Analyze customer feedback and satisfaction data for service improvements.

Skills

Data interpretation

Project management

Stakeholder engagement

Leadership

Negotiation

Job description

Come and make a difference at Karbon as our Customer Experience Improvement Manager

We are seeking a qualified and experienced individual for the role of Customer Experience Improvement Manager in our Customer Experience Improvement team.

The team will enable Karbon to deliver excellent customer service through managing projects that leverage customer insights and feedback for service improvements.

About the role

The Customer Experience Improvement Manager (CXIM) will lead and manage the team, fostering a culture of continuous improvement based on customer feedback. Initially, you will support the Customer Experience Leadership team to design methodologies for learning from customer insights and implement these across the business.

You will actively monitor customer satisfaction data, analyze insights from our Strategic Planning and Insight team, and correlate this with other customer data to identify priority areas for service improvement.

The CXIM will support the team in developing feasibility studies, business cases, and engaging stakeholders to allocate resources for improvement initiatives. You will oversee the portfolio of ongoing projects, ensuring successful and timely delivery.

Additionally, you will help design and implement approaches to learn from customer feedback, initially focusing on complaint handling, to support operational teams in understanding and acting on customer insights.

About you

You should be passionate about transforming customer feedback into tangible improvements, with strong data interpretation skills and experience in delivering business change.

Ideal candidates will have a background in delivering customer experience initiatives, project management skills, and stakeholder engagement abilities. Leadership qualities and negotiation skills are essential to motivate teams and influence stakeholders effectively.

Knowledge of issues facing the housing sector, including regulatory expectations from the Housing Ombudsman Service and the Regulator of Social Housing, would be advantageous.

About our team

The successful candidate will join the Customer Experience Improvement team, led by Head of Customer Experience Ashley Wallace. For more information, contact Ashley at [e-mail].

Key Information

• Role: Customer Experience Improvement Manager – permanent
• Salary: £45,592 per annum
• Location: Gosforth, Newburn, or Stanley (TBC)
• Travel to other offices required; access to a car beneficial
• Hours: 37 per week, with flexible working options

We value diversity and welcome applications from all backgrounds. A criminal record does not automatically disqualify candidates, provided offences are irrelevant to the role. Successful applicants will undergo a basic disclosure check.

Benefits

Our benefits include 26 days annual leave (rising to 31 after 3 years), birthday leave, pension, health cash plan, and funding for professional development.

Apply via our website: https://www.karbonhomes.co.uk/careers/

Important Dates

Closing date: Tuesday 13 May 2025

Interviews: Week commencing 19 May; second-stage interviews may be held.

We are committed to equality and diversity. For reasonable adjustments, contact [e-mail].