Customer Insight And Resolutions Manager

Deadline: 05/04/24
Contract Type: Permanent
Interview date: 15/04/24
Salary: £42,000 per annum plus benefits
Hours: Full time, 37 hours per week
Newton Abbot, Devon TQ12 4PH
Help us make every customer contact count.
At Teign Housing, we’re passionate about giving our residents the best possible homes and our team the best and most flexible careers. Our culture of agile working means our 90 people enjoy an exceptional work-life balance, with the option of spending much of their time based at home. We believe giving you choice over when, where and how you work will improve both your wellbeing and your performance – creating a win-win situation for you, for us and for the thousands of people who rely on us.
About the Customer Insight and Resolutions Manager role
In this influential and highly visible new position, you will deliver a high-quality complaints resolution service for our customers. Helping us attain demanding regulatory requirements and set stretching service standards, you will provide clear leadership, drive continuous improvement and enjoy significant impact on our tenants’ lives. To make this happen, you will develop a far-reaching customer experience strategy and governance framework, provide strategic direction to our Customer First Team and ensure that we constantly review service provision and utilise residents’ feedback to deliver positive change.
About you
Experienced in a management role within a complaint handling or customer service environment, you will bring excellent leadership skills and a deep commitment to best practice. Familiarity with the regulatory and legislative frameworks associated with social housing is essential and you should be a confident decision-maker with excellent investigatory skills and real passion for exceeding customers’ expectations. If you’re adept at creating administrative procedures and systems, so much the better, but it’s your ability to solve problems, challenge conventional wisdom and build exceptional relationships with customers and colleagues alike that will count above all.
Benefits
We are an Investor in People Platinum organisation, so you will be joining a company that creates a supportive high-performance culture. You can also expect an excellent benefits package, including:
Flexible working with time based at home
Training opportunities
25 days’ leave plus bank holidays and discretionary leave between Christmas and New Year
Pension scheme
Free parking
Employee Assistance Programme
And much more
To take on this exciting challenge as our change to correct job title, please apply with your CV.
Person Specification:Customer Insight and Resolution Manager PS
We will interview suitable candidates upon receipt of their application and reserve the right to close the vacancy early. Please apply without delay to avoid disappointment.
For further details or informal conversation about this role, contact Dave Crompton on 01626 322 813 or David.crompton@teignhousing.co.uk
Teign Housing is committed to its policy on equality and diversity and we welcome applications from all sections of the community. Registered charity no. 1112196.