Customer Experience Manager

Leading on our customer experience continual improvement programme feeding into the bpha overall service improvement plan.

• Lead on stage two complaints received, that relate to the Property Services and Compliance including providing successful resolution to them and writing articulate outcomes
• Responsible for leading on Housing Ombudsman reports and determinations, including helping to collate responses and what services improvements are being made to improve our delivery model
• Champion customer service excellence within the Property Services and Compliance directorate ensuring improvements to customer experiences of the services we deliver through understanding of what has gone right and how this can be developed further
  
  We have an exciting opportunity for a Customer Experience Manager (Property Services and Compliance) to join our busy Property Services and Compliance team on a full-time basis. We are seeking an experienced construction management professional, who has a customer centric service delivery background, with good all round construction knowledge, who has a good understanding of the housing sector, specifically around the delivery of maintenance In this key role, you will ensure that our customers experience is a positive one for the works undertaken within the Property Services and Compliance directorate. You will be responsible for ensuring a culture of continual improvement is at the heart of the services we offer and where service failures occur, working closely with other service managers to ensure they are acted upon, issues are resolved, and improvements are implemented., Minimum 5 years in management position within property maintenance or similar service
• Customer centric service delivery background and good general all round construction knowledge
• Good knowledge of Housing Sector regulation, best practice and requirements in terms of maintenance & repairs
• Experience in the delivery of maintenance services using a direct workforce and supporting contractors
• Experience of working within tight time restraints, overcoming logistical challenges, and planning
• Educated to HNC, HND, CIOB, an equivalent degree or substantial experience in a similar role
  
  A competitive salary
• 28 days holiday PLUS Bank Holidays
• A generous contributory pension scheme
• Private health care
• Free life assurance
• Access to an extensive suite of wellbeing services and tools including a digital gym
• Opportunities for learning and development
• Discounted gym membership
• Retail discount scheme