Customer Experience Manager

Scottish Federation of Housing Associations; United Kingdom; On-site; GBP 58,052 - 61,206; Full time

Job summary

Clyde Valley Group is seeking a Customer Experience Manager to provide strategic and operational leadership for customer-facing services and overall customer experience. You will report to the Customer Service Director and lead the Customer Contact Centre and Community Engagement teams while directing the group-wide customer experience agenda.

You will design and deliver a coherent approach to capturing, analysing and using customer feedback and engagement activity across all services and

Qualifications

• Proven leadership in a customer-facing service within a complex organisation.
• Experience with customer experience and service improvement methodologies.
• Ability to foster a high-performing, positive team culture.
• Commitment to equity, diversity, inclusion and continuous improvement.

Responsibilities

• Lead and manage the Customer Contact Centre and Customer & Community Engagement teams.
• Act as the group-wide lead for customer experience.
• Design and deliver methods to capture, analyse and use customer feedback and insights.
• Translate customer insight into service improvements and measurable outcomes.

Skills

Leadership experience

Customer experience methodologies

Team leadership

Equity & Inclusion

Job description

The Role

In our newly created role as Customer Experience Manager, you will play a pivotal role in providing strategic and operational leadership for customer-facing services and overall customer experience across Clyde Valley Group. Reporting to the Customer Service Director, you will lead and manage our Customer Contact Centre and Customer & Community Engagement teams while acting as the group-wide lead for customer experience.

• Act as the organisational lead for customer experience, ensuring that customer perspectives inform strategy, service design and day-to-day operations.
• Lead and manage our Customer Contact Centre and Customer & Community Engagement teams, while acting as the group-wide lead for customer experience.
• Design and deliver a coherent approach to capturing, analysing and using customer feedback, insight and engagement activity across all services and channels.
• Work collaboratively with operational managers and teams to translate customer insight into service improvements and measurable outcomes.

What We’re Looking For

• Proven leadership experience within a customer-facing service in a complex organisation.
• Demonstrated involvement of customer experience and service improvement methodologies.
• Proven ability to create and sustain a high performing, positive team culture where colleagues feel motivated, valued and empowered.
• Commitment to equity, diversity, inclusion and continuous improvement.

Why Join Us?

You’ll be part of a forward-thinking organisation that values people, innovation, and excellence. We offer competitive benefits and the opportunity to make a real impact in the social housing sector.

Guaranteed Interview

As a Disability Confident Employer, we’ll interview all disabled candidates who meet the minimum essential requirements for the post. If you tell us that you’re disabled, we’ll ensure that we make reasonable adjustments during each stage of the recruitment and selection process and if you join us, to where and how you work.

Full salary & employment details

£58,052 - £61,206 (EVH SM2 – SM4). Permanent, 35 hours per week.