attachmentCustomer Experience Improvement Manager - Role Description.pdfJob description
Come and make a difference at Karbon as our Customer Experience Improvement Manager
We are looking to appoint a suitably qualified and experienced individual for the role of Customer Experience Improvement Manager in the Customer Experience Improvement team.
The Customer Experience Improvement team will enable Karbon to deliver an excellent customer experience through management of projects that use customer insight and feedback to improve our services.
About the role
The Customer Experience Improvement Manager (CXIM) will lead and manage the Customer Experience Improvement team, supporting the development of a continuous improvement culture across Karbon, based on customer feedback.
Initially, the successful candidate will support the Customer Experience Leadership team to design methodologies that support learning and improvement directly from customer feedback and insight, before successfully implementing these within their own team and across the wider business.
They’ll actively monitor customer satisfaction performance and analysis shared by our Strategic Planning and Insight team, correlating this information with additional customer data points and complaint insight to build a holistic picture of where priority service improvement opportunities may lie.
The CXIM will support their team to act on identified opportunities by building feasibility studies, developing compelling business cases, and influencing key stakeholder groups to give needed focus, budget or resource to priority service improvements. They will monitor and manage the overall team wide portfolio of in-flight improvement initiatives, enabling the team to deliver successfully and on time.
Alongside service improvement project work, the CXIM will support the team to design and implement Karbon’s approach to learning from customer feedback – which will enable team members to support Karbon’s operational teams day to day in understanding and acting on customer insight – focussing initially on how we can learn from complaint handling.
About you
Are you passionate about turning customer feedback into tangible, lasting improvements? Are you talented in interpreting customer feedback across multiple data points? Do you have experience in delivering business change activity?
We’re looking for a motivated and experienced manager who can support us to develop our approach(es) to learning from customer insight and can manage improvement opportunities from concept through to tangible change.
Ideally, you’ll have a background in successful delivery of initiatives that have improved customer experience, as well as project management.
You’ll have a keen eye for data and insight, and interpreting customer feedback, as well as strong stakeholder engagement skills to help get improvement opportunities off the ground and into development.
You’ll be a natural people leader with strong collaboration and negotiation skills, who can influence stakeholders across a range of levels and motivate project leads to deliver high quality service improvements on budget and in time.
Up to date knowledge of issues facing the housing sector, as well as regulatory expectations in complaint handling from the Housing Ombudsman Service, and Regulator of Social Housing would be beneficial.
About our team
The successful candidate will work in ourCustomer Experience Improvement teamled by the Head of Customer Experience: Ashley Wallace. If you require further information about the role, please contact Ashley by email at Ashley.wallace@karbonhomes.co.uk.
Key Information
It’s important to us that everyone feels fairly rewarded for the work they do. We offer a competitive and comprehensive benefits package that supports the wellbeing of our people.
- Digital Customer Engagement Project Support – permanent role
- Salary is £45,592 per annum
- Location: Gosforth, Newburn or Stanley, to be agreed with successful candidate
- Travel to our other offices will be required occasionally
- 37 Hours per week with some homeworking available/flexible working for full time roles
We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they’re applying for.
The role you're applying for is covered by the Rehabilitation of Offenders Act 1974 (ROA). The successful candidate(s) will be asked to submit a basic disclosure and barring check application during pre-employment checks.
Enjoy great benefits
We provide a generous benefits package including 26 days annual leave on commencement rising to 31 days after 3 years’ service, birthday leave, occupational pension and a health cash plan, with the option of a flexible pot towards enhanced benefits.
We also provide our colleagues with the opportunity to apply for qualification funding on a range of courses, conferences, and other learning events.