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Customer Experience Lead

PAYE: £40.92 per hour

Umbrella: £52.08 per hour

6 months initially

Greater London - Hybrid working, expected office presence 3 days per week

Job description

Directly manage the Call Handling Team taking calls from residents for all services including housing management, repairs, allocations Customer Experience (Contact Hub) Services.

Drive and nurture the organisations’ customer experience culture change, from quality of customer care, reputation management to service features and reliability.

With strong empathy for customers

* Allocation Services: Oversee and monitor that properties are allocated and let efficiently, to the organisations voids and lettings standar

* Customer Resolution (Complaints): Lead the Customer Resolutions section in the continuous improvement of complaint and communication responses, recognising the Housing Ombudsman, Consumer Standards and providing assurance to the board and wider stakeholders

* Resident Engagement: To be the strategic owner of engagement with residents throughout the complaints process, and post complaints process, the customer experience service and to support the Resident Voice within the service delivery and maximising satisfaction

* Equality, Diversity and Inclusion: Owner for the Customer Experience service working with EMT and SLT in delivering strategic and operational outcomes for residents

* Be the Customer champion and advocate for SHP, have excellent communication and leadership skills and a record of elevating customer satisfaction, and ensuring customer needs and expectations are represented across SHP

* Overseeing the data sources that capture the customer satisfaction, have a strong analytical mindset

* Support and lead the customer access to services through digital, self-service tools, and to lead on the ongoing improvements to processes and technology required.

* Deliver first class services consistently well and in a convenient local setting

* Listen to residents and work collaboratively to reshape services that will deliver key resident priorities.

* Secure resident engagement opportunities that will create pathways to enable residents to be successful

* Inspire managers to innovate, empower and equip their staff.

* Provide the organisation with continuous learning from complaints, the customer experience and the wider social housing sector

* Leading on maintaining the Customer Excellence accreditation

* Responsibility for meeting the Customer Experience Service Standards, the Tenant Satisfaction Measures and the Complaints Resolution Policy and Process

* Provide continuous learning and development for the teams

* Deliver against Consumer standards for Residents, promoting trust and confidence and ensuring that both Our Clients and residents keep their sides of the bargain.

* Network with similar organisations and more widely to enable benchmarking and continuous development of the service

* Build strategic partnerships and collaborates with colleagues, involved residents, the council and strategic partners

If this role is of interest and you meet the above criteria, then please apply immediately