Customer Relations & Service Improvement Manager

Job Title: Customer Relations & Service Improvement Manager

Temporary role, to 12 months

The post holder must be able to drive and have a vehicle available at all times

Overall Purpose of Job

To manage the delivery of Customer Care and support for residents across the property services portfolio. To liaise with tenants regarding improvement, repair and development work, ensuring their individual satisfaction, and work with all areas of the team to reduce complaints and provide customer excellence.

We offer all our employees a great package of benefits too, including:

• Competitive salary £42,758.91, which is bench marked against other employers
• Enrolment on our Aviva pension scheme (9.5% employer contribution)
• 30 days holiday (plus extra days off for Bank Holidays/Birthdays)
• Health care scheme
• Flexible/agile working, plus the option to work from home if your role allows
• Continual professional development including management development.
• A dedicated health and wellbeing programme (access to a variety of support and free benefits)
• Time out of work to carry out volunteer opportunities

Main Responsibilities:

• To provide positive and effective communication with customers and contractors/suppliers within the entire directorate and ensure standards are maintained.
• Monitor and manage customer satisfaction within major investment schemes, ensuring tenant liaison is of a satisfactory standard and complaints/disputes are handled in line with Ongo's values, policies and procedures.
• To oversee the progress of disrepair claims, coordinated and monitor agreed works and provide/present witness statements to court as required for escalated cases
• To be the first point of contact for customer issues across the property section and ensure complaints and queries are resolved quickly and efficiently
• Record all contact, issues and complaints and indentify complaint trends and learning and drive through service improvements and policy/procedural changes to alleviate further complaints and bad practice
• Identify areas for improvement with the directorate and implement/issue relevant training to ensure high levels of customer liaison and satisfaction are maintained
• Identify and report Value for Money savings related to good Customer Liaison and Customer Care and also the projected potential financial impact where services fall short or are not handling effectively.
• Develop contacts within the community through tenant groups, bringing potential major improvement/developments/regeneration projects to the attention of all parties
• Regular liaison with the tenants prior, during and upon completion of improvement, development or repair works.
• Deliver, collect and record satisfaction surveys and assist in the construction of all KPI data and reporting across the directorate.
• Ensure that all Customer Care policies and procedures are adhered to, and documented.
• Continuous liaison with members of the property team, updating on issues raised and information, develop action plans with set targets and report performance of the same to the Homes & Property Manager on a regular basis.
• Devise new initiatives that are brought into practice.
• Communicate any special customer requirements to all parties concerned interally, and if liaison is required with outside parties act as lead to ensure a seamless service is provided to our customers.
• Ensure all residents requiring respite support during major improvement works are properly assessed and a suitable respite package is put in place to meet their needs
• Manage the respite care provision by liaising and assessing providers and ensuring budget provision is used in a cost effective manner at all times
• Attend all meetings as required, from internal site to external meetings with Area Housing and tenant groups
• Attend choice events, and assist tenants in making and recording their choices
• The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo's Safeguarding policies and procedures.

Knowledge Skills and Experience Required

• Highly experienced in working within a customer care environment
• Good knowledge of IT systems and experience of working with computerised systems
• Knowledge of the construction trade
• Understanding of customers disabilities and the help available
• Ability to host public meetings and present information in a clear manner.
• Experience of working in partnership with a Local Authority Client
• Excellent negotiation skills
• A trained mediator
• Good communication skills, both oral and written
• Problem solving and decision making skills
• High level of interpersonal skills
• Dedicated to the provision of a quality service
• The ability to manage and coach staff to embed customer excellence

CLOSING DATE FOR APPLICATIONS JANUARY 8 2025