Job Ref: 213280576

Date: 2021-03-02 17:45:25

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Tempting Recruitment are working on behalf of our client, a Housing Association to recruit a Customer Experience Lead.
  
Salary: £47,429 per annum
Working Pattern: Full-Time
Contract: Permanent
Start: ASAP

OVERVIEW

As my clients Customer Experience Lead in managing the feedback service across the group, You will play a key role in ensuring they are hearing the resident voice – both reactively and proactively and learning from what they tell us.

You will also be responsible for being their lead in engagement and working in liaison with the the Housing Ombudsman Service, ensuring we meet the expectations against the Complaint Handling Code.
 
JOB DETAILS

Lead their Customer Experience stem, ensuring that we are meeting the expectations as set out in the Housing Ombudsman Complaint Handling Code.
Be the subject matter expert of our Feedback Policy and Procedures, making sure they are up to date, comply with legislation and encourage the business to learn and improve.
Lead on ensuring that all staff are committed to our feedback and learn approach – ensuring they are trained, and understand their responsibilities
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
Leading and managing your team, ensuring that you have the right level of resource to provide an excellent service to meet the collaborative aspirations of working with the Housing Ombudsman Service and the Regulator of Social Housing.
Providing direction and setting objectives to achieve success in the area of feedback management
Managing our customer satisfaction framework – ensuring that this aligns with the expectations of the Social Housing White Paper. As well as managing the programme of satisfaction surveys you will also proactively seeking feedback from our residents through focus groups, and resident events.
• Making sure that you and your team capture and share satisfaction and feedback performance across the business  Would you like to be considered for this position?
Do you know anyone who would be suitable for this position?
Would you like to know more about this position or any other positions we are recruiting for? APPLY NOW or contact Josh at Tempting Recruitment now!
  
We are the most tempting choice!
  
Tempting Recruitment is a professional, independent, forward thinking recruitment agency, with a wealth of experience recruiting within the Public, Private, Social Housing, Health and Social Care, Education and Not for Profit Sectors

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