Social Value and Customer Experience Manager

Lovell Homes; Doncaster; Hybrid; GBP 30,000 - 60,000; Full time

Job description

Permanent – Full Time (40 hours per week)

Lovell Partnerships is one of the largest and most successful property services companies in social housing refurbishment. We understand and value long-term relationships, working with local authorities and housing associations to create sustainable communities and leave a positive legacy wherever we work.

We are seeking a dynamic and results-driven Social Value and Customer Experience Manager to lead community engagement and skills development across the North region. In this hybrid role, you will be working both on-site with our teams, visiting our customers and partners, and from our office in Doncaster.

About the role

Reporting to the Operations Manager, you will develop, manage, and support our social value commitments and resident liaison teams to offer first-class client services. You will play a critical role in ensuring we align with our tender commitments, client priorities, and deliver meaningful and measurable social value. Taking responsibility for the liaison functions within our delivery teams, you will ensure a sector-leading service, managing resources and workload, ensuring a functional and timely complaints and claims procedure, and reconciling site performance through customer satisfaction results.

About you

• Proven track record of leading impactful social value plans, driving initiatives and delivery, inspiring all stakeholders.
• Ability to develop customer-focused solutions designed to meet our tender, client, and business objectives.
• Able to provide solid advice to our on-site teams, clients, and partners on how to maximize social value returns.
• Support the resident liaison teams to deliver first-class customer-focused activities.
• Strong understanding of the social housing market.
• Hold a Full UK driving licence.

A strong networker with a passion for social sustainability, a team player with a can-do attitude, you will have good working knowledge of MS Office and excellent communication, negotiation, and presentation skills. You will ideally hold an NVQ/ILM Certificate Level 3 (or equivalent) in Customer Service or Social Value Management and will be comfortable tracking and reporting on project performance against KPIs while driving continuous improvement.

Benefits

• Bonus entitlement based on performance KPIs
• Holidays - 26 days
• Life Assurance
• Pension
• Private medical insurance
• Ability to purchase additional holiday
• Access to discount portal
• Cycle to Work scheme and the Lovell Way to EV
• Digital GP
• Employee assistance programme
• Sharesave scheme

As an Investors in People Gold award employer, Lovell is the UK’s leading provider of mixed tenure affordable homes and has a reputation for innovation and excellence in the delivery of high-quality housing development and regeneration projects.

We are committed to enhancing the communities in which we work, building quality homes for real people, and looking after our own people; developing talent is key to achieving this. We understand that the success of our organization comes from the strengths, skills, and personalities of our people.

Lovell is an equal opportunities employer who encourages and values diversity and inclusion within our teams.

The Lovell culture is one that has been successful for many years. It is based on empowering colleagues to make decisions at a regional and local level, and to challenge the status quo while working as one to achieve our goals and make Lovell a great place to work for all.