Customer Experience & Quality Lead

Peaks & Plains Housing Trust; Macclesfield; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

25 days holiday

Pension scheme

Agile working

Health cash plan

Training and development

Discounts and cashback

Job summary

Peaks & Plains Housing Trust in Macclesfield is seeking a Customer Experience & Quality Lead to enhance the customer journey across phone and digital channels, and to improve planning and scheduling activities. You will design induction and development learning, mentor colleagues and ensure high standards of service.

You will use quality assurance, customer insight and continuous improvement to optimise resources, outcomes and value for money for customers.

Responsibilities

• Enhance the customer journey across telephone and digital channels.
• Design and deliver induction, refresher and development learning.
• Provide guidance and practical support across planning and scheduling activity.
• Use quality assurance and customer insight to drive continuous improvement.

Job description

The vacancy

Customer Experience & Quality Lead

37 Hours per week

Standard Agile Working

Salary up to £36,000

We're a housing provider in Macclesfield with over 5,000 properties across East Cheshire and the surrounding areas. We're ambitious, with plans to build more homes, regenerate local areas and continue investing in our properties. We provide housing to those in housing need and aim to be a great landlord for our customers.

An exciting opportunity has arisen for a Customer Experiece & Quality Lead to join our team and support a consistent, high-quality and efficient customer journey across Customer Experience and Planning. The post holder will provide quality assurance, development support, guidance and practical support across telephone and digital contact channels and planning and scheduling activity. They will help ensure that systems, processes and resources are used effectively to maximise operational capacity, productivity, value for money and customer outcomes

The role will design and deliver induction, refresher and development learning, working with colleagues across the Trust to ensure Customer Advisors and Planning colleagues have the knowledge, skills and confidence to deliver excellent service. Through quality assurance, customer insight, clear guidance and continuous improvement, the post holder will help maintain consistent standards, effective use of resources and positive customer outcomes.

We're looking for someone who has previously worked in a multi channel customer contact environment. Experience of planning and scheduling works is essential for this role along with experience in driving learning & improvements to services. We are also looking for the right person to have great verbal, written and interpersonal skills in order to be effective at providing feedback, communicating clearly and build positive working relationships.

For full requirements of the role please see the attached job description and person specification.

We can offer you:

• A 25 days holiday per year (plus bank holidays)


• A great pension scheme that's designed to suit your needs


• Agile working providing homeworking and flexibility of working hours.


• A focus on your health and wellbeing including access to our Health Cash Plan offering a variety of benefits and discounts.


• Training and development opportunities - let us help you reach your career goals.

A modern office with a friendly working environment.

• A state-of-the-art modern office with a friendly working environment

Our values are at the core of everything we do, so we're looking for someone whose values align with ours and who will help embed these across the Trust.

We are one team with one goal. We are solution focused, customer focused but business minded, reliable and respectful. We value our people and care about our customers, and it's an exciting time to join the Trust as we continue to grow from strength to strength.

Closing date: 29th October 2026

Interview Date: week commencing 9th November 2026

About us

We manage over 5000 homes across East Cheshire and the High Peak and we exist to work together to provide safe homes & thriving communities by playing a part in addressing local housing need.

Working together to provide safe homes and thriving communities.

Benefits

• Great holiday allowance


• Pension contributions up to 12%


• Flexible & Agile Working


• Health cash plan


• Training on the job


• Discounts and cashback on big brands


• If you want to know about more benefits, please click here.

Equality, Diversity and Inclusion

We are committed to equality, diversity and inclusion and we seek to attract and retain talented people from a diverse range of backgrounds and communities, to bring different perspectives and ideas to benefit the organisation and its customers.

We promote an inclusive environment in which our staff can thrive - a place where everyone feels that they belong.

We welcome and encourage applications from people of all backgrounds and will support with any reasonable adjustments needed during the recruitment process.