Customer Experience Manager

Hours: 35

Full Time, Permanent

Closing Date: Sunday 12th March 2023

First stage interviews: Friday 24th March 2023

Final interviews: Thursday 30th March 2023

One Manchester is an innovative provider of housing and community services.

At One Manchester, you’ll see the difference you make to people’s lives and local communities. We manage more than 13,000 homes across our proud city. But there’s so much more to us than that. We build thriving communities and places where people want to live. We help people to learn, manage their money, launch successful businesses and improve their employability.

We do things differently here. And you’ll be at the heart of an established and supportive team.

We’re looking for a Customer Experience Manager to direct and oversee all aspects of One Manchester’s customer service policies, objectives, and initiatives. You’ll be responsible for delivering an exceptional customer experience across the entire customer journey and the achievement of challenging performance standards through proactive, supportive, and motivational leadership.

We're looking for someone who can elevate and evolve customer experience within One Manchester through effective operational and strategic delivery mechanisms that meet the practical and emotional needs of customers whilst driving efficiency and meeting regulatory expectations. You’ll play a key role, leading One Manchester’s complaint’s function ensuring complaints are dealt with fairly, efficiently and respectfully. Always ensuring that that customer voice is heard, respected and valued throughout One Manchester.

What we’re looking for:

• Experience of leading high performing teams to deliver exceptional levels of performance in a dynamic and challenging environment.

• Demonstrable experience leading teams to deliver complex processes in a multi-faceted organisation.

• Knowledge and understanding of strategy, complaints, regulatory frameworks and customer experience practices communications.

• Experience of delivering high levels of quality service and customer satisfaction in a multi-channelled contact centre.

• Good understanding of social housing sector and associated regulations.

• Experience of utilising data to interpret capacity and demand to make informed decisions regarding workforce management

• Experience of developing a quality driven learning and continuous improvement environment.

Why take up the challenge with One Manchester? This really is a great place to work. We’ve bags of potential and have huge opportunities waiting to be unlocked. Supportive and flexible, we’re rightly proud of our work and excited about the future. So, challenge yourself to be creative and ambitious and see the difference you can make in our great city.

One Manchester is an innovative provider of housing and community services. Formed in April 2015 from a historic merger between two of Manchester’s largest housing associations – City South and Eastlands Homes. In the subsequent two years the Group has achieved its initial merger aspirations and is now extending and expanding (doubling) its new homes programme across a range of tenures and locations. It currently owns and manages more than 13,000 homes in central, south and east Manchester.

One Manchester strives for equality, diversity and inclusion in all that we do. We positively encourage applications for employment from eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

We also seek to promote a culture of flexible working where possible and practical and applications from candidates seeking flexible and/ or part time working patterns will be considered. Going forward we will be transitioning to a culture where agile working will be a feature of many of our roles.

We are a Disability confident employer and we will work to ensure reasonable adjustments are in place where possible throughout the recruitment journey and into employment.

In accordance with the aims of our Equality and Diversity strategy and organisational commitment to address the employment of underrepresented groups, One Manchester is operating 'the Rooney Rule'. This means that we aim to interview at least one ethnically diverse candidate for all roles. We will also interview at least one female candidate for all our roles within our trades and facilities teams where we experience an under representation.

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