Customer Experience Planner

Housing Quality Network; Northwich; On-site; GBP 26,703 - 36,127; Full time

Benefits offered by this job

Generous annual leave

Pension scheme

Birthday day off

Health benefits

Hybrid working

Job summary

Weaver Vale Housing Trust is seeking a Customer Experience Planner to join our first point of contact Customer Hub. You will manage planning and appointment services, tracking orders from start to completion while maintaining high standards of customer care.

Working within a hybrid model, you will engage with internal teams and external partners to deliver proactive, high-quality service. Strong organisational skills and IT literacy are essential for success.

Qualifications

• GCSE Maths & English (or equivalent).
• Experience in a fast-paced customer contact and planning environment.
• Excellent time management and organisational skills.
• Ability to work independently and seek guidance when needed.

Responsibilities

• Ensure customer experience is positive through proactive and clear communication with internal and external customers.
• Support continuous service improvements across Customer Experience teams.
• Work with other service areas and agencies to achieve high levels of customer care.
• Provide a first-class planning and appointing service, tracking orders to completion while optimising workforce usage.

Skills

Customer service

Planning

Time management

IT literacy

Education

GCSE Maths & English

Job description

Job Title: Customer Experience Planner (Permanent)
Hours: 37 hours per week (to be worked flexibly in line with business needs)
Salary: £31,415 (Full Time Equivalent) per annum
Location: Based at Gadbrook Park, Northwich.

The Trust operates an agile working environment which is a combination of working from our Head Office Gadbrook Business Park, Northwich, and home working. The requirement to work from the Head Office is based on business need and will involve at least two to three days per week but this subject to change as well as full working weeks in the office as and when required.

Are you looking for an exciting opportunity working as part of a professional, engaged, and friendly organisation? Our values are Compassionate, Accountable, Respectful and Exceptional, we are constantly striving to demonstrate these values in our day-to-day working environment and culture.

The Opportunity

Weaver Vale Housing Trust has an exciting opportunity for a Customer Experience Planner to join our first point of contact Customer Hub. We need someone who can work within a multi-discipline team delivering excellent levels of customer service.

What Will You Do?

Our Customer Hub is a key service for the Trust with the aim of responding to customer queries and resolving issues at first point of contact by:

• Ensuring the customer experience is a positive one by being proactive and ensuring clear and effective communication with internal and external customers.
• Supporting continuous service improvements across the Customer Experience teams.
• Work in partnership with other service areas and agencies to achieve high levels of customer care.
• Responsible for providing a first-class planning and appointing service, tracking registered orders through to completion ensuring optimum utilisation of the workforce, whilst providing excellent levels of customer service

Minimum Requirements For This Role*

• Grade GCSE 4-9 / A* – C (Maths and English) or equivalent level of qualification
• Experience of working in a fast-paced customer contact and planning environment

You will be expected to have excellent time management, organisational and prioritisation skills to keep up in a fast-paced and busy environment. You will need the ability to work independently when required and seek guidance and advice from your colleagues when needed.

The successful candidate must have administration experience, be self-motivated and organised, with strong accuracy, interpersonal and communication skills. You will be IT literate with the ability to work flexibly and under pressure to meet deadlines, using your own initiative to support the continuous improvement of this service

Additionally, due to the flexible home working arrangements with this role, you will need access to a room where you can work from and a suitable internet connection.

*Please see Accountability Profile for further information and requirements.

• Generous annual leave entitlement – 24-29 days (entitlement increases 1 day each year, over the first 5 years) holidays plus UK public/bank holidays (based on level of service) (part time pro rata)*
• Ability to buy up to 5 days additional annual leave* (pro rata for part-time) each year*
• 12% employer contribution to our Pension Scheme (minimum 2% employee contribution) with life assurance benefit*.
• Access to the Trust discount and benefit platform, the C.A.R.E hub.
• Commitment to support your ongoing learning and development, with the opportunity to develop a range of transferable skills.
• Day off for your Birthday to be taken during your birth month (based on contractual hours)
• One day’s paid leave (per year) to support a charity or community group of your own choice*
• Candidate Referral Scheme*
• Option to enrol in a Health Cash Plan*
• Access to corporate Costco discounted membership*
• ‘Thank you’ gift for your continuous service starting at 5 years’ service, and every 5 years’ thereafter.
• 24/7, 365 day Employee Assistance Programme (EAP) including free counselling
• Compensation for professional memberships which are an expressed requirement
  for the role.
• Free annual flu vaccines and free Eye Care Vouchers*
• Discounts on a gym membership and phone contract
• Cycle to work scheme*
• Free to use car park at our office on Gadbrook Park
• Involvement in regular health and wellbeing initiatives and charity fundraising activities
• Opportunities to give feedback and join various colleague forums, to help shape change at the Trust.

We appreciate your interest in Weaver Vale Housing Trust and the time you have invested in applying to us.

The Trust invites applications from all members of the community, irrespective of Gender, Gender reassignment, Sexual orientation, Race, Religion or belief, Disability, Age, Pregnancy and maternity, Marriage and civil partnership.