Customer Experience Manager

The Royal Borough of Greenwich Repairs and Investment Section is looking for a strong and highly motivated Customer Experience Manager with excellent knowledge and passion for developing excellent customer service and ensuring that customers are placed at the centre of service delivery.

In this exciting new role, you will:

1. Responsible for management of a team of Resident Liaison Officers (RLO’s).
2. Develop the service to one that provides more holistic customer services and positive outcomes for residents receiving Capital programmes.
3. Ensure that quality is embedded across the repairs and Investment Service in responding to residents and key stakeholders, working with all teams to deliver excellent customer services.
4. Work with others and build positive relations and respond proactively to service failures.
5. Develop, implement and review business processes that support effective service delivery.
6. Assist with early consultation on all Capital Investment schemes and lead on S20 statutory consultation with leaseholders for capital team while working in conjunction with The Home Ownership Team.
7. Lead on resident’s consultation regarding capital works to ensure that residents are at the heart of capital works delivery.

What you’ll need:

1. A comprehensive knowledge and understanding of Customer Experience practices, housing legislation, policy and best practice and an ability to advise managers and staff delivering frontline services.
2. Strong problem solving and negotiation skills, and a proven ability to devise and implement changes to policy and procedures and to improve services.
3. Strong leadership skills and ability to implement improved ways of working and to effectively motivate and develop staff to meet performance standards and provide excellent customer care.
4. Excellent written and oral communication skills and the ability to communicate effectively with customers, colleagues, elected Members, and other stakeholders; to prepare presentations, letters, and reports to a high standard.
5. Excellent organisational skills and the ability to work collaboratively with colleagues.
6. Excellent organisational management skills and the ability to make full use of a range of IT systems.
7. Experience of improving communication throughout the team within an organization providing frontline housing services.
8. Able to work under pressure and manage own time and that of others with minimal supervision.
9. Full Valid UK Driving License.

For an informal discussion about this opportunity, please contact Nicola Richard; Nicola.Richards@royalgreenwich.gov.uk

To apply please click the Apply Now link below.