Head of Customer Experience

The Company

We are Centrick—a team of driven property experts united by a simple goal: to make customers’ lives better every day. With a growing national presence, we manage buildings and estates of all shapes and sizes, ensuring residents enjoy a peaceful and secure home.

We're all about people—professional, friendly, and always up for working closely with our teams, clients, and customers. Every step we take is about building up our people or enhancing our business. That’s why we reinvest our profits back into our team, cutting-edge tech, and the future of Centrick!

We take pride in the service we provide as well as building a collaborative culture internally.

So, who are we looking for?

You will be a champion for providing the best customer service and will be a driving force in ensuring that our Customer Experience Team are focused on prompt and proactive resolution of issues and efficient management of maintenance requests. This role involves leading a team, developing and implementing processes and driving continuous improvement to meet and exceed service level agreements.

And what will you be doing?

No two days are the same but the below gives you a flavour for some of the tasks you’d typically be involved with. Even if you can’t tick everything off from the list below but think you’ve got what it takes, we’d be keen for you to apply:

Leadership and Team Management:

1. Lead, mentor, and develop a team of Customer Experience Advisors, Property Assistants and Senior Property Assistants, ensuring they are motivated and equipped to deliver exceptional customer service.
2. Set performance goals and conduct regular performance reviews to ensure team members meet or exceed expectations.
3. Foster a positive and collaborative team culture, encouraging open communication and continuous improvement.

Operations Management:

1. Oversee the daily operations of the team, ensuring all enquiries and maintenance requests are handled promptly and efficiently.
2. Develop and implement standard operating procedures (SOPs) to ensure consistency and quality in service delivery.
3. Monitor and manage call volumes, response times, and resolution rates to meet SLAs and customer satisfaction targets.
4. Oversee the use of mycentrick portal, ensuring it is used effectively to manage maintenance requests and customer interactions.

Customer Service:

1. Ensure that all customer interactions are handled professionally and empathetically, with a focus on resolving issues and providing a positive customer experience.
2. Collaborate with other departments to resolve queries, streamline processes and improve overall service delivery.

Training and Development:

1. Develop and deliver training programs to ensure the team have the necessary skills and knowledge to perform their roles effectively.
2. Provide ongoing coaching and support to team members to help them achieve their full potential.

Reporting:

1. Prepare and present regular reports on team performance, including key metrics and insights.
2. Use data to identify areas for improvement and develop action plans to address any issues.

What’s in it for you?

We’ve fostered a values driven, inclusive environment for our people so that they enjoy coming to work every day. Not only will you have access to all of the below rewards & benefits, but you’ll enjoy access to Centrick Academy, our learning platform, as well as having the opportunity to undertake industry qualifications and further your professional development.

• Health and Wellbeing: Access a virtual GP service, get help with alternative therapies or claim back optical or dental expenses.
• Rest and Adventure: Enjoy 25 days of holiday allowance plus bank holidays.
• Future Security: A generous scaling pension scheme to save for your future.
• Socials: Enjoy our calendar of events, including lunches and activities.
• Celebrate Your Day: Take an extra day off for your birthday.
• Extra Time: Holiday allowance increases with your length of service.
• Investing in Your Skills: Support for professional development and courses.
• Looking After You: Company sick pay increases with your length of service.
• Your Wellbeing Matters: 24/7 mental health support and counselling sessions.
• Giving Back: One volunteering day for charity.
• Perkbox: An interactive platform for rewards and recognition.

At Centrick, inclusivity and diversity are core values. We welcome people from all walks of life and want every candidate to feel valued and supported throughout the hiring process.

We are all unique and we want to help you shine during the interview process. If there’s anything we can do to make you more comfortable or confident, just let us know.