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The Customer Excellence Manager is responsible for implementing and maintaining high customer service standards across the company, ensuring these standards are both effective and comprehensive.
This role plays a crucial part in embedding customer excellence into the internal culture, identifying key improvements and opportunities in customer experience within the retrofit sector.
The position is stand-alone but will receive full support from the wider business. The Customer Excellence Manager will create, deliver, and support the strategic plan, with essential experience in social housing refurbishment delivery.
You will manage high-performance teams across Customer Liaison, Customer Care and Social Value, and set targets to reflect their respective roles and responsibilities.
Main Responsibilities:
- Manage teams to deliver customer service excellence
- Ensure that customer profiles and journeys are embedded in key contracts. Implement company and bespoke contract customer liaison and care standards.
- Design and implement best practice customer journey processes for the customer service team, incorporating plans to increase satisfaction.
- Provide training on handling sensitive customer service issues and lead by example by showcasing excellent customer service skills and behaviours.
- Identify improvements and opportunities to enhance the customer experience continually.
- Oversee and monitor complaints and compliments logs, producing monthly reports on current and future issues with recommendations
- Oversee and monitor customer satisfaction questionnaires, reporting monthly on trends, performance and improvement initiatives
- Manage Customer Liaison Officers (CLOs), conduct one-on-one meetings, and support their goals. Oversee diaries to coordinate and reduce downtime.
- Pair team expertise with the right technology to enhance customer service.
- Manage and mentor the Social Value Apprentice to develop the function
Experience
Previous experience in a Customer Excellence Manager role.Experience in the social housing sector is crucial, with experience in the public sector and retail within the maintenance sector highly beneficial.
Key Skills
Proven track record of driving improvements and strategic thinking within customer excellence.
Effective communicator able to adapt communication style depending on the audience, including stakeholder management.
Highly developed organisational, planning, and time management skills. Strong written and oral communication skills.
Advanced IT skills, particularly with Microsoft Office Suite.
Strong analytical skills and report-writing abilities.
Must hold a full UK driving license.
