Customer Experience Manager

Our client is seeking a dedicated Customer Experience Manager to join their Housing department. This pivotal role focuses on delivering exceptional complaint handling and resolution services, ensuring customer satisfaction and promoting continuous service improvement within a leading Supported Housing company.

• Annual salary of £37,687
• Opportunity to lead and manage a dynamic Customer Experience team
• Work for a company that values internal promotion and a supportive work environment

The Role:
As the Customer Experience Manager, you will be at the forefront of enhancing the customer journey by:

• Managing and investigating a high volume of customer complaints across various communication channels
• Taking ownership of customer, MP, and Housing Ombudsman Service complaints, ensuring they are resolved within agreed timescales
• Representing customer interests throughout the organisation and driving continuous service improvements
• Maintaining accurate electronic databases for communications, enquiries, and complaints
• Leading the delivery of first-class customer contact services, ensuring a person-centred approach
• Using performance data to identify and put in place improvements within the team
• Driving a high-performance culture through effective management and coaching

The Candidate:
The ideal person for the Customer Experience Manager role will have:

• Significant a background working in customer services and complaint management
• An understanding of housing and regulatory requirements, as well as housing policy
• Proven ability to handle complex customer queries and drive service improvements
• Demonstrable leadership skills with a track record of leading high-performing teams
• The capacity to work under pressure in a fast-paced environment

The Package:
The Customer Experience Manager will benefit from:

• An annual salary of £37,687 a car allowance of £1,600 and many extra benefits
• The chance to manage a team dedicated to delivering excellent customer service
• A supportive working environment with a focus on internal career progression

The client is a prominent Supported Housing company, managing thousands of properties across the UK. They are dedicated to fostering a nurturing work environment that encourages internal promotion and professional growth, ensuring their staff are well-supported and valued.
If you're passionate about delivering outstanding customer service and thrive in managing complex customer interactions, this Customer Experience Manager role could be your next career step. Join a company that is invested to excellence and values the growth and development of its team.
Are you experienced in roles such as Customer Service Manager, Complaints Manager, Client Relations Manager, Service Improvement Manager, or Head of Customer Care? If so, the Customer Experience Manager position in Birmingham could align perfectly with your skills and ambitions.Coburg Banks Limited is acting as an Employment Agency in relation to this vacancy.