Job Ref: 213275432

Date: 2021-03-02 11:31:08

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Customer Feedback Manager (2-3 Months FTC)

Greenacre Recruitment are working with a housing organisation to recruit a Customer Feedback Manager, on an interim basis for 2-3 months. The successful candidate will lead and manage a team, provide direction and set objectives to achieve success in customer feedback.

* Making sure the customer feedback policies & procedures are up to date, comply with legislation and encourage the business to learn and improve

* Ensuring excellent customer service is always the focus

* Lead on ensuring that all staff are committed to customer feedback – ensuring they are trained and understand their responsibilities.

* Develop the relationship with the Housing Ombudsman, seeing opportunities to participate in working groups and focus groups (teams and residents)

* Produce regular performance information including customer insight, lessons learned, improvements made, root cause analysis and content development action plan outcomes to evidence value for money

* Ensure the communications that residents receive through the feedback process is customer focussed and of the highest standard

* Champion the Customer Focussed Approach, setting the example for colleagues across the business

* Challenge policies and procedures, helping to shape them and bringing them to life for a wide range of end users, be that staff, customers or other partners

* Coordinate and respond if required to complex customer complaints where responses are needed from multiple teams, role modelling complaint handling excellence always

* Make sure that tenants and leaseholders inspire the design, delivery and outcome of everything we do

* Help to ensure our vision and values influence every aspect of our business

* Leading and managing your staff, providing direction and setting objectives to achieve success in feedback management

* Ensure that we use the feedback we receive to identify areas for improvement across the organisation, owning the action plans necessary to embed change and testing the lessons we say we have learnt to ensure they make a difference

* Proactively seeking feedback from our customers

* Deliver an innovative customer survey framework that effectively captures the customer satisfaction experience and allows us to act on feedback

* Making sure that you and your team capture and share satisfaction and feedback performance across the business and with our customers

* Ensuring we have a strong approach to learning from our feedback – ensuring that we deliver on what we say we do and embed the learning

* Ensuring we meet all regulatory expectations in the delivery of our feedback service

* Effective management of appeals and housing ombudsman cases, ensuring that risks are identified and highlighted

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