Mosscare St Vincent's Housing Group Limited
Location
Greater Manchester | United Kingdom
Job description
Greater Manchester – Agile
Hours of Work: 35 per week
Closing date: 15th March 2024
We are looking to recruit an experienced Manager with fantastic customer service skills to join our established team.
Reporting to our Head of Customer Experience as a Customer Experience Manager you will ensure a cohesive and positive customer focused experience for tenants, from first point of contact through to resolution, through the effective management and leadership of both the Service Centre and Planning Teams.
At MSV Housing we’re committed to making sure our customers have good quality safe homes and this role is key in making this happen. Supporting the Head of Customer Experience, you will be responsible for managing the Service Centre & Planning Team to deliver a customer focussed first point of contact service.
What will you be doing;
Support the delivery of housing management, repairs and empty homes processes and support the achievement of related KPI’s.
To ensure the delivery of a comprehensive, efficient, and effective customer experience based on a ‘first point of contact’ principle, ensuring high standards in customer service.
Ensure that your team works closely and collaboratively with all other teams and areas. As well as conducting regular team meetings and brief your team on all corporate communications.
Provide key input and insight into the operational budgeting process while balancing staffing levels against the budget, with a focus on exceeding service level targets.
Work collaboratively with relevant teams and colleagues to gather customer insight and drive it back into the business as a mechanism to deliver service improvement and excellence.
Work closely with the Complaints and Feedback Manger to utilise Insight from our complaints to help shape our frontline services and develop our new customer insight function.
Act as an ambassador for customer first principles at all times whilst ensuring that a positive mindset is embedded across the whole team in respect of service excellence.
What we are looking for;
Experience of leading within a service centre and/or repairs planning team.
Evidence of and commitment to continual professional and management development.
Experience of managing a team and working collaboratively in a busy team environment.
Excellent report writing and presentation skills.
Strong analytical and numerical skills.
Excellent Microsoft Office skills.
Excellent negotiation and interpersonal skills.
A degree level education would be desirable.
We offer a range of great benefits including:
Flexibility on where you work with home working kit provided
25 days holiday per year and bank holidays, plus up to a further 5 days with long service and holiday buy/sell scheme
Company pension scheme with up to 10% matched contributions
Enhanced sick pay with up to 3 months full pay and 3 months half pay
Health and Wellbeing Support including an employee assistance programme, free counselling, mental health first aiders and numerous wellbeing initiatives
Life assurance
Learning and development to support you to develop the skills you need to fulfil your role and progress in your career
Commitment to Equality and Inclusion with employee network groups covering anti-racism, LGBTQ+, disability and long-term health conditions, carers, and menopause.
MSV are also committed to supporting you to balance work and life, including with any caring or parental responsibilities you might have, and have a range of flexible working options and wellbeing support available to all colleagues to facilitate this.
For more information about the role please visit our careers page where you will find a candidate pack and apply for the role. https://www.msvhousing.co.uk/careers/job-vacancies/
If you wish to discuss the roles informally, please contact Rick Bartlett, Head of Customer Experience on 07917 745 455.
Interview dates are to be confirmed, interviews will be carried out throughout the recruitment process and the role closed if a suitable candidate is found. Therefore, we strongly recommend candidates to apply early.
We’re passionate about inclusion and we’d love to hear from people from diverse backgrounds for this role.
Job tags
Salary
£47.57k - £50.46k per annum
