Customer Experience Manager - CSC

Home Group; Newcastle upon Tyne; Hybrid; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Health cash plan

Hybrid work pattern

Pension contributions

Life insurance

Flexible working hours

34 days annual leave

Job summary

Home Group seeks a Customer Experience Manager for the Customer Service Centre in Newcastle upon Tyne to shape how we listen, learn and improve, driving value for customers and colleagues through data-driven actions.

You will spot patterns in feedback, streamline processes, and collaborate with housing and maintenance teams to keep services fair and joined up while balancing quick wins with long-term improvements.

Qualifications

• Experience with Lean Six Sigma, Agile or similar approaches to improve customer-facing services
• 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
• Clear, confident communication and a good eye for detail, making ideas easy to understand and act on
• Comfortable working at pace, balancing quick fixes with longer-term improvement work
• A thoughtful way of handling complaints, focused on learning and making things better

Responsibilities

• 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

Skills

Data analysis

Communication

Relationship building

Lean Six Sigma

Problem solving

Complaint handling

Job description

• 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

Why join us

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 [email protected].