Customer Experience Manager

TN United Kingdom; England; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer satisfaction and engagement. In this pivotal role, you will ensure compliance with regulatory requirements while managing a cohesive customer engagement framework. Your expertise in complaint handling, stakeholder engagement, and customer experience principles will be essential in making a meaningful impact on the lives of young people in the community. Join a dedicated team that values equality, diversity, and inclusion, and enjoy a competitive benefits package including performance bonuses, flexible working options, and professional development opportunities.

Benefits

Performance-based annual bonus

Pension contributions matched up to 6%

28 days holiday + bank holidays

Training & Development opportunities

Flexible employee benefits

Free parking

Access to holiday homes in Norfolk and Dorset

Qualifications

• Proven experience in customer service management with a focus on satisfaction.
• Significant experience in complaint handling and dispute resolution.

Responsibilities

• Understand and improve customer experiences while ensuring compliance.
• Manage customer engagement framework to be inclusive and representative.

Skills

Customer Service Management

Complaint Handling

Stakeholder Engagement

Understanding of Housing Regulations

Customer Experience Principles

Job description

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The mhs homes group manages over 10,000 homes in the Medway, Maidstone, Gravesham, Dartford, Tonbridge and Malling, and Swale areas of Kent. This makes us the largest independent social landlord in the UK. The group includes Heart of Medway Housing Association which manages over 1,000 homes and is regulated by the Regulator of Social Housing, it's key in providing supported living for young people through our Foyers.

Our offer has a wide range of homes including:

• Affordable and social rent homes
• Shared ownership - helping people often on lower incomes the opportunity to part-buy a place of their own
• Housing for older people

We’ve been doing this for over 30 years, so we have a lot of experience to draw on and we like to think we make a difference.

Role Overview

As a Customer Experience Manager, you will play a pivotal role in understanding and improving our customers' experiences. You will ensure compliance with key regulatory and legislative requirements, including the collection of Tenant Satisfaction Measures and adherence to the Housing Ombudsman Complaint Handling Code. You will also manage our customer engagement framework, ensuring it is cohesive, meaningful, inclusive, and representative.

About you

You’ll have:

• Proven experience in a customer service or customer experience management role with a track record of improving customer satisfaction
• Significant experience of complaint handling and/or dispute resolution and delivering related targets
• Experience of engaging with internal and external stakeholders such as MPs, Councillors and the Housing Ombudsman
• A strong understanding of relevant legislation, housing regulations, policies, and practices
• A good understanding of customer experience principles, methodologies, and best practices, with knowledge of resident involvement strategies
• A clear focus on understanding and meeting customer needs, with a commitment to delivering exceptional customer experiences.

We offer:

• A performance based annual bonus + pension contributions matched up to 6%
• 28 days holiday + bank holidays and the option to buy/sell holiday
• Training & Development and opportunities for continuing professional development including regular tool box talks
• A great team of colleagues to work with
• Regular social and charitable events and a range of wellbeing activities
• Enhanced family leave policies
• A really competitive package of flexible employee benefits including a cycle to work scheme
• Free parking and disabled parking
• Access to two holiday homes in Norfolk and Dorset

Join MHS and contribute to making a meaningful impact on the lives of young people in our community.

At mhs homes we value equality, diversity and inclusion. We are wholeheartedly committed to the principle of equality of opportunity, both as an employer and as a provider of services. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

We’re a Disability Confident employer. This means if you tell us you have a disability and meet the minimum requirements for the job, we’ll offer you an interview. We can be flexible when assessing people so everyone has the best opportunity to demonstrate they can do the job.

Instructions for potential applicants:

Please note we're using an anonymised recruitment process for this role. This means the shortlisting panel will only see personal details or CVs if you're shortlisted for interview. Therefore, shortlisting will be done based on your application and supporting statement. Please complete all sections fully and refer to the role profile when telling us about your skills and experience.

Find out what it’s like to be part of #teammhs in our below.