Customer Experience Manager

United Living Group is comprised of four complementary businesses, all dedicated to realising our vision of creating a connected, sustainable future:

• United Living Property Services revitalises homes and communities through the regeneration of living spaces, breathing new life into neighbourhoods.
• United Living Infrastructure Services delivers resilient infrastructure that is fit for the future, ensuring the stability and functionality of essential systems.
• United Living New Homes provides much-needed build-to-rent and affordable housing solutions, addressing the housing challenges facing our communities.
• United Living Connected connects people through fixed-line and mobile infrastructure, ensuring seamless communication and access to information. GBC plays a crucial role in enabling communities to thrive in today's digital age.

Our mission is to be the partner and employer of choice for designing, building, maintaining, and connecting communities and critical infrastructure to create a more sustainable and inclusive society.

Job Description

Responsible for the promotion and delivery of high standards of customer service & corporate social responsibility, through the development, implementation and management of customer service standards and delivery of community events which support the Company and regional business plans.

Specific Responsibilities

· Ensure that United Living HSE&Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times.

· Ensure that the United Way of working is complied with and adopted into your daily disciplines.

· Monitor the induction of Resident Liaison Officer employees in the United Way of working ensuring that the contract delivery processes are complied with and adopted into your daily disciplines.

· Ensure that the resident liaison team are all consistently using the business work management system and that this standard practice is adhered to at all times. Be recognised as a system Super User.

· Demonstrate respect, sensitivity and discretion in a public facing role. · Continuously look and seek improvements and innovation to ensure we are continuously perceived as the market leaders and the contractor of choice.

· Lead the planning, preparation and implementation of the resident liaison strategy in conjunction with the Operations Manager.

· Work collaboratively with Project Administration teams, to co-ordinate efficient and effective communications at all times.

· Actively support the Operations Manager in the management of areas of opportunity and risk that may impact of the business plan. Lead your team by example at all times and ensure that United Living is a centre of excellence.

· Establish and maintain key strategic relationships with both internal and external stakeholders and ensure that the liaison responsibilities are being fully delivered for each project.

· Support the Contracts Managers to drive CSR activity in line with client aims and objectives, identifying, organising and co-ordinating the delivery of local level CSR events, recording and publicising key added value activity. Attend CSR activity events with clients and site teams.

· Produce regular KPIs for customer care for review by clients and Company management team. · Ensure minimum standards are set, achieved, maintained and communicated on all customer care related activities as required.

· Support the business in the preparation of responses for PQQ and tender quality submissions, attending tender interviews or presentations where necessary.

· Attend regional management and site meetings and attend Client core group meetings as required.

· Assist in the organisation of reality checks for potential new clients / customers when visiting site. Ensure residents have been appropriately selected and resident liaison team are available to assist

· Oversee the effective management of conflict, ensuring problems, disputes and complaints are fully investigated and resolved within specified time scales and outcomes are appropriately communicated to affected stakeholders.

· Manage all of the people responsibilities for the team including undertaking and monitoring the completion of Performance & Development Reviews, supporting and coaching team members to achieve both individual and business objectives.

· Manage all employee related matters, liaising with People Services as necessary. · Responsible for ensuring strong working relationships are maintained with the operational and Commercial teams on each contract.

· Contribute fully to the development and implementation of Company policies and procedures.

· Marketing the business with existing and new clients to assist the business development team.

· Any other duties reasonably assigned.

Qualifications

· Minimum relevant Level 4 qualification (HNC/NVQ4 etc.)

· Proficient in Microsoft office packages

· Strong written and verbal communication skills

· Excellent presentation skills

· Full Driving Licence

· Proven ability to manage conflict resolution

· Line management experience

· Previous experience in a customer facing role preferably with experience within a Resident Liaison function within the Social Housing Sector

Additional Information

How to Apply:

If you are ready to be part of our expanding team and contribute to our success, apply today for immediate consideration. Join us on this exciting journey of growth and innovation!

As a business United Living prefer to hire directly and we will be in touch with our PSL Agencies if we require support. We do not accept speculative CVs from agencies. If speculative CVs are sent, no fee will be applicable.