Job Description

Job Title: Customer Experience Manager
Location: Birmingham (On site working)
Hours of work: Full time
Salary: circa £37000

I am seeking an experienced and pro-active Customer Experience Manager to become a pivotal part of a leading charitable provider dedicated to delivering exceptional housing solutions and community support services.

The ideal candidate will be passionate about delivering outstanding customer service, resolving complaints effectively, and promoting positive customer experiences across all touch-points.

Key Responsibilities:
- Provide a comprehensive, positive, and effective complaint handling and resolution service to all customers.
- Work closely with internal and external stakeholders to investigate and resolve issues, ensuring satisfactory outcomes for customers, MPs, and the Housing Ombudsman Service.
- Promote the work of the Customer Experience team across the organisation, supporting the development and delivery of brilliant services to customers.
- Embed policies and procedures, ensuring consistency and excellence in day-to-day activities.
- Lead and manage a team providing high-quality first-line customer contact services across all customer-facing business functions.

Qualifications:
- Significant relevant professional experience.
- Proven experience in customer service management, preferably within the housing or non-profit sector.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities, with a focus on empathy and understanding.
- Ability to effectively manage complaints and resolve issues to the satisfaction of all parties involved.
- Experience working with diverse communities and stakeholders.

Benefits:
- Competitive salary circa £37000
- Generous holiday allowance
- Pension scheme
- Opportunities for professional development and training
- Supportive and inclusive work environment
- Health and wellbeing benefits
- Access to recognised discount schemes.

To be considered for this role and for an interview this week, please click apply today!