Customer Experience Manager (CSC)

Home Group; North East; Hybrid; GBP 35,000 - 37,000; Full time

Job summary

A leading housing organization in Newcastle upon Tyne is seeking a Customer Experience Manager to enhance service delivery. The role focuses on analyzing customer feedback, collaborating with teams, and implementing process improvements. Ideal candidates will have strong analytical and relationship-building skills, along with a commitment to positive change. This position offers a hybrid work model and excellent benefits.

Benefits

34 days leave including bank holidays

Generous pension scheme

Health cash plan

High street discounts

Wellbeing support

Qualifications

• Strong analytical skills with the ability to identify trends.
• Excellent relationship-building skills to influence others.
• Proven ability to thrive in a dynamic work environment.
• Experience in using continuous improvement methodologies.
• Effective complaint management with a focus on positive outcomes.
• Outstanding communication skills and attention to detail.

Responsibilities

• Identify patterns in customer feedback to improve services.
• Collaborate with teams to drive process improvements.
• Gather insights from surveys and focus groups.
• Plan and implement changes to enhance customer experience.
• Use data-driven insights to advocate for changes.

Skills

Data analysis

Relationship-building

Adaptability

Lean Six Sigma

Communication

Job description

Job Description - Customer Experience Manager (CSC) (251227)

Job Description

Customer Experience Manager (CSC) - ( 251227 )

Description

Customer Experience Manager – Customer Service Centre

Newcastle upon Tyne

Salary: £35,000 to £37,000 pa, negotiable based on skills and experience with brilliant benefits!

Home, a place where you belong

Fancy a job where customers and colleagues are at the heart of everything you do, looking for improvements to existing processes and ensuring that the teams are ready for new changes introduced.

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.

Typical day as a job title

• Spotting patterns in feedback, complaints and data so we can improve our processes and make it easier for everyone involved
• Helping to fix what’s not working by adjusting processes, sharing lessons learned and driving forward improvements across the business
• Working closely with housing, maintenance teams and colleagues across Home Group to keep things running smoothly and fairly and ensure our processes are all aligned
• Gathering insight from customers through surveys, conversations and focus groups to keep their voices at the heart of everything
• Making sure any new changes or ideas are carefully thought through, planned and set up so teams know exactly what’s coming, why and there is no adverse customer impact
• Using both numbers and real-life stories to build a strong case for change and show how it will help our customers and teams

Imagine ending each day knowing you've made a positive impact on our customers' lives. You can do that here, working for one of the top ten Great Places to Work in the UK!

You bring

• Confidence in analysing data, spotting trends and drawing practical conclusions from different sources of information and feedback
• Strong relationship-building skills to influence colleagues and partners with a calm, logical and people-focused approach
• The ability to thrive in a busy, ever-changing environment, where you’ll need to juggle quick wins with longer-term projects
• Experience using tools like Lean Six Sigma, Agile or similar methods to support continuous improvement in customer-facing services
• A thoughtful approach to managing complaints, with a clear focus on turning poor experiences into lasting positive change
• Great communication skills and a sharp eye for detail, helping you shape ideas that are not only smart but easy for others to understand and act on

Our team

Looking for a job where you really belong? Where you can be, well you! Bring your uniqueness, brilliant skills and awesome experience to deliver amazing things for our customers. You’ll join our team, who come from different walks of life and are here to support you as you make yourself at Home!

Job details

• This is a hybrid role, and you’ll spend 2 days in the office, 3 days working at home
• Flexible working hours (or we’re open to agreeing a work pattern with you)
• 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, you can use your flexi time to manage that

Due to limits on our current certificates of sponsorship, we are not able to offer sponsorship toexternalcandidates for this role. This remains under regular review.

A place where you belong

Great things happen when we can be ourselves at work. We want all our colleagues to be who they truly are here. Our internal diversity networks, peers and allies (Multicultural, LGBTQIA+ and Disability) support us all to be our best. Together we make Home Group a great place to work !

What’s in it for you?

• 34 days leave (inclusive of bank holidays and a “me day” to use whenever you fancy), with the option to buy 5 more, and time off for volunteering too!
• Generous pension scheme with life insurance of 3x salary. See our full range of benefits on our website.
• Health cash plan saving you from £1140 per annum. We’ll cover your costs (and kids if you have them) towards dental, optical, prescriptions, alternative therapies and lots more.
• Save money with us, with over 800 high street discounts on groceries, holidays and days out.
• Colleagues really matter to us, that’s why we’re the 10th Best place in the UK for Wellbeing. Our tools and support help you when you need them.

Finally, let us know if there’s anything we can do, to help you shine in our process by making reasonable adjustments at [e-mail]