Customer Experience & Quality Lead – Flexible, Remote-Ready

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

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.