Job Description - Customer Experience Manager (CSC) (26814)
Job Description
Customer Experience Manager (CSC) - ( 26814 )
Description
Customer Experience Manager - CSC
Salary circa: £38K pa, negotiable based on skills and experience plus brilliant benefits including health cash plan!
Permanent, full time (37.5 hpw)
Newcastle upon Tyne
We can’t offer a CoS for this role
Home, a place where you belong
Fancy a job where customers and colleagues are at the heart of everything you do, looking for improvements to existing processes and ensuring that the teams are ready for new changes introduced.
As our Customer Experience Manager in the Customer Service Centre, you'll shape how we listen, learn and improve every day, making a real difference to how our customers and colleagues feel. If you love people, processes and finding smarter ways to do things, you’ll feel right at home here.
What you’ll do
- Spotting patterns in feedback, complaints and data so we can make things simpler for everyone
- Fixing what is not working by tweaking processes, sharing what we learn and improving how we work
- Working closely with housing, maintenance teams and colleagues across Home Group to keep things fair, smooth and joined up
- Listening to customers through surveys, chats and focus groups so their voices stay front and centre
- Making sure changes are well thought through, clearly planned and easy for teams to understand, with no negative impact on customers
- Using numbers and real stories to show why change matters and how it helps our customers and colleagues
This is more than a job – it’s a place where you feel valued. With our learning and development offer, and support from friendly colleagues, you’ll make a real difference every day!If you’re ready to leave behind the ordinary, do something that really matters.Be part of one of the UK’s top 10 Great Places to Work!
You have
- Confidence using data and feedback to spot trends and turn them into practical action
- Strong relationship skills, helping you influence colleagues and partners in a calm, people-first way
- Comfortable working at pace, balancing quick fixes with longer-term improvement work
- Experience with Lean Six Sigma, Agile or similar approaches to improve customer-facing services
- A thoughtful way of handling complaints, focused on learning and making things better
- Clear, confident communication and a good eye for detail, making ideas easy to understand and act on
- Flexible working hours (or we’re open to agreeing a work pattern with you)
You’ll manage your own diary, so if you need to work from home to take delivery of your new fridge or take a longer lunch for a haircut, you can use your flexi time to manage that!
This is a hybrid role, and you’ll spend 2 days in the office, 3 days working at home
What’s in it for you?
- 34 days leave, pro-rated (including bank holidays and a “me day”)
- Paid time off for volunteering
- MatchingPension contributions (up to 7%, with life assurance of 3x Basic Salary)
- Save up to £1140 yearly with our health cash plan, covering dental, optical, and therapies
- Career path with development and an excellent training package
- Excellent benefits and rewards including supermarket discounts and travel expenses
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