Customer Experience Manager (Housing)

Adecco; Birmingham; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Inclusive culture

Career development opportunities

Competitive compensation package

Job summary

Adecco is seeking a Customer Experience Manager in Birmingham to lead and shape customer interactions across all touchpoints, ensuring high-quality service delivery. This permanent, full-time role focuses on developing strategies, coaching the team, and collaborating with other departments to align CX initiatives with business goals.

The ideal candidate will bring proven CX or service management experience in housing, strong analytical and leadership skills, and a customer-centric mindset to

Qualifications

• Proven experience in a customer experience or service management role, preferably within the housing sector.
• Strong analytical skills, with the ability to interpret customer data and feedback to inform strategic decisions.
• Exceptional leadership and communication skills, with a passion for coaching and developing teams.
• A customer-centric mindset with a track record of implementing successful customer experience strategies.
• Ability to thrive in a fast-paced environment and manage multiple priorities.

Responsibilities

• Developing and implementing strategies to improve customer interactions and satisfaction across all touchpoints.
• Analysing customer feedback and data to identify trends and areas for improvement.
• Leading a team of customer service representatives, providing training and support to ensure high-quality service delivery.
• Collaborating with various departments to align customer experience initiatives with business goals.
• Establishing performance metrics and reporting on customer experience KPIs to drive continuous improvement.

Skills

Customer experience

Leadership

Analytical thinking

Communication

Job description

Job Title: Customer Experience Manager

Contract Type: Permanent

Location: Birmingham

Working Pattern: Full Time

Are you passionate about enhancing customer experiences in the housing sector? Do you thrive in dynamic environments and have a flair for creating engaging customer interactions? Our client, a leading organisation in the housing industry, is seeking a dedicated Customer Experience Manager to join their team and champion customer satisfaction!

About the Organisation:

With a strong commitment to providing outstanding housing solutions, our client is dedicated to fostering a positive and inclusive environment for their customers. They believe that exceptional customer experiences are the cornerstone of their success, and they are eager to enhance their team with a talented Customer Experience Manager who shares this vision.

Key Responsibilities:

• Developing and implementing strategies to improve customer interactions and satisfaction across all touchpoints.
• Analysing customer feedback and data to identify trends and areas for improvement.
• Leading a team of customer service representatives, providing training and support to ensure high-quality service delivery.
• Collaborating with various departments to align customer experience initiatives with business goals.
• Establishing performance metrics and reporting on customer experience KPIs to drive continuous improvement.

What Our Client Offers:

• A vibrant and inclusive work culture where your ideas and contributions are valued.
• Opportunities for professional development and career progression within the organisation.
• Competitive salary and benefits package.
• A chance to make a real impact in enhancing the lives of customers and the community.

The Ideal Candidate Will Have:

• Proven experience in a customer experience or service management role, preferably within the housing sector.
• Strong analytical skills, with the ability to interpret customer data and feedback to inform strategic decisions.
• Exceptional leadership and communication skills, with a passion for coaching and developing teams.
• A customer-centric mindset with a track record of implementing successful customer experience strategies.
• The ability to thrive in a fast-paced environment and manage multiple priorities effectively.

Why This Role?

This is an exciting opportunity for an enthusiastic professional to make a significant impact within a respected organisation. The successful candidate will play a crucial role in shaping the customer journey, ensuring that every interaction is positive and memorable.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you