Customer Experience Manager - CSC

Home Group Limited; Newcastle upon Tyne; Hybride; GBP 32 000 - 37 000; Plein temps

Avantages offerts par ce poste

Health cash plan

Hybrid role (2 days in office)

Flexible working hours

Disability Confident employer

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Data analysis

Stakeholder management

Data and feedback trends

Lean Six Sigma

Agile

Complaints handling

Clear communication

Description du poste

Earn circa £38,000 per year, dependent on skills and experience, plus brilliant benefits including a Health Cash Plan.

Home, a place where you belong

As our Customer Experience Manager in the Customer Service Centre, you'll shape how we listen, learn and improve every day, making a real difference to how our customers and colleagues feel. If you love people, processes and finding smarter ways to do things, you’ll feel right at home here.

What you’ll do

Spotting patterns in feedback, complaints and data so we can make things simpler for everyone

Fixing what is not working by tweaking processes, sharing what we learn and improving how we work

Working closely with housing, maintenance teams and colleagues across Home Group to keep things fair, smooth and joined up

Listening to customers through surveys, chats and focus groups so their voices stay front and centre

Making sure changes are well thought through, clearly planned and easy for teams to understand, with no negative impact on customers

Using numbers and real stories to show why change matters and how it helps our customers and colleagues

This is more than a job – it’s a place where you feel valued. With our learning and development offer, and support from friendly colleagues, you’ll make a real difference every day! If you’re ready to leave behind the ordinary, do something that really matters. Come and be part of one of the UK’s Great Places to Work!”

We can’t offer a CoS for this role.

You have

Confidence using data and feedback to spot trends and turn them into practical action

Strong relationship skills, helping you influence colleagues and partners in a calm, people-first way

Comfortable working at pace, balancing quick fixes with longer-term improvement work

Experience with Lean Six Sigma, Agile or similar approaches to improve customer-facing services

A thoughtful way of handling complaints, focused on learning and making things better

Clear, confident communication and a good eye for detail, making ideas easy to understand and act on

Stronger together

We do our best work when we’re ourselves. That’s why inclusion, wellbeing, and our diversity networks help make Home Group a great place to work!

The practical bits

Flexible working hours.

You’ll manage your own diary, so if you need to work from home to take delivery of your new fridge or take a longer lunch for a haircut, you can use your flexi time to manage that!

This is a hybrid role, and you’ll spend 2 days in the office, 3 days working at home

What’s in it for you?

34 days leave, rising to 39 (this includes bank holidays and a “me day”).

Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more

Matching pension contribution (up to 7% and life insurance of 3x basic salary)

Instant access to pay with Stream

Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support

Finally

For reasonable adjustments email [e-mail].

Proud member of the Disability Confident employer scheme

Customer Experience Manager - CSC

Company: Home Group Limited Salary: £32,262 to £37,394 a year Hours: Full-time Location: Newcastle upon Tyne, NE1 4BX Job type: Permanent Posting date: 16 Oct 2026 Closing date: 29 Oct 2026

Summary

About the role

Earn circa £38,000 per year, dependent on skills and experience, plus brilliant benefits including a Health Cash Plan.

Home, a place where you belong

As our Customer Experience Manager in the Customer Service Centre, you'll shape how we listen, learn and improve every day, making a real difference to how our customers and colleagues feel. If you love people, processes and finding smarter ways to do things, you’ll feel right at home here.

What you’ll do

Spotting patterns in feedback, complaints and data so we can make things simpler for everyone

Fixing what is not working by tweaking processes, sharing what we learn and improving how we work

Working closely with housing, maintenance teams and colleagues across Home Group to keep things fair, smooth and joined up

Listening to customers through surveys, chats and focus groups so their voices stay front and centre

Making sure changes are well thought through, clearly planned and easy for teams to understand, with no negative impact on customers

Using numbers and real stories to show why change matters and how it helps our customers and colleagues

This is more than a job – it’s a place where you feel valued. With our learning and development offer, and support from friendly colleagues, you’ll make a real difference every day! If you’re ready to leave behind the ordinary, do something that really matters. Come and be part of one of the UK’s Great Places to Work!”

We can’t offer a CoS for this role.

You have

Confidence using data and feedback to spot trends and turn them into practical action

Strong relationship skills, helping you influence colleagues and partners in a calm, people-first way

Comfortable working at pace, balancing quick fixes with longer‑term improvement work

Experience with Lean Six Sigma, Agile or similar approaches to improve customer‑facing services

A thoughtful way of handling complaints, focused on learning and making things better

Clear, confident communication and a good eye for detail, making ideas easy to understand and act on

Stronger together

We do our best work when we’re ourselves. That’s why inclusion, wellbeing, and our diversity networks help make Home Group a great place to work!

The practical bits

Flexible working hours.

You’ll manage your own diary, so if you need to work from home to take delivery of your new fridge or take a longer lunch for a haircut, you can use your flexi time to manage that!

This is a hybrid role, and you’ll spend 2 days in the office, 3 days working at home

What’s in it for you?

34 days leave, rising to 39 (this includes bank holidays and a “me day”).

Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more

Matching pension contribution (up to 7% and life insurance of 3x basic salary)

Instant access to pay with Stream

Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support

Finally

For reasonable adjustments email [e-mail].

Proud member of the Disability Confident employer scheme