Customer Experience Lead — Hybrid, Flexible Hours

Home Group Limited; Newcastle upon Tyne; Híbrido; GBP 32 000 - 37 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health cash plan

Hybrid role (2 days in office)

Flexible working hours

Disability Confident employer

Resumo da oferta

Home Group Limited in Newcastle upon Tyne is seeking a Customer Experience Manager for the Customer Service Centre. You will shape how we listen, learn and improve every day, making a real difference to how customers and colleagues feel.

This is a hybrid role with 2 days in the office and 3 days working from home. You’ll spot patterns in feedback, fix what isn’t working, and work with housing and maintenance teams to keep things fair and joined up.

Qualificações

• Confidence using data and feedback to spot trends and turn them into practical action.
• Strong relationship skills to influence colleagues and partners.
• Comfortable working at pace balancing quick fixes with longer-term improvements.
• Experience with Lean Six Sigma, Agile or similar approaches to improve customer-facing services.
• Thoughtful approach to handling complaints focused on learning and improvement.

Responsabilidades

• Spotting patterns in feedback, complaints and data to simplify processes.
• Fixing issues by tweaking processes and sharing learnings.
• Collaborating with housing and maintenance teams to keep things fair and joined up.
• Listening to customers via surveys, chats and focus groups to keep voices central.
• Ensuring changes are well planned and clearly communicated with no negative impact.

Conhecimentos

Data analysis

Stakeholder management

Data and feedback trends

Lean Six Sigma

Agile

Complaints handling

Clear communication

Descrição da oferta de emprego

Home Group Limited in Newcastle upon Tyne is seeking a Customer Experience Manager for the Customer Service Centre. You will shape how we listen, learn and improve every day, making a real difference to how customers and colleagues feel.

This is a hybrid role with 2 days in the office and 3 days working from home. You’ll spot patterns in feedback, fix what isn’t working, and work with housing and maintenance teams to keep things fair and joined up.