Overview
To ensure our client’s and their customers receive an exceptional service from the Customer Experience Team. You will be responsible for identifying best practice from a customer perspective, driving change and improving satisfaction throughout the customer journey from the initial customer induction to completion of works to their homes.
Key Accountabilities
* To lead, develop and manage the Customer Experience Coordinators
* Act as an inspirational role model in the delivery of a great customer experience
* Monitoring customer satisfaction surveys to identifying trends for dissatisfaction and drive discussions around appropriate improvement activity e.g. quality, time in property, cleanliness
* Involvement in the appointment and management of contractors to ensure their impact on the customer experience is to the standard expected and required
* Prepare monthly Customer Satisfaction / progress reports to present at Client meetings
* Assist CXC’s with arranging and co-ordinating Open Days
* Cover CXC’s sickness / annual leave
* To investigate and resolve any issues on site and escalate anything that cannot be resolved to the Head of Customer Experience
* Dealing with complaints in line with Esh complaints procedure, recording the necessary information and providing feedback to ensure non reoccurrence of incidents
* Ensure key performance indicators are achieved by the Customer Experience Team
It is not possible for this document to totally encompass or define all tasks that may be required of the post holder. The outlined duties may therefore vary from time to time without materially changing either the character or level of responsibility.
General Responsibilities
* The Group is committed to achieving a high standard of Health and Safety in all its activities and the post holder will be expected to contribute to maintaining standards to ensure compliance with all appropriate legislation
* To take a full role in the implementation of personal development through appraisals and to participate in any identified training or development opportunities
* To recognise the importance of fairness and equality in the workplace, to treat everyone with dignity and respect
Personal Skills
* Excellent organisational and Time Management skills
* Good IT skills
* Anticipate potential issues and act innovatively and proactively
* Outstanding Communication and Interpersonal skills
* Flexible attitude
* Pro-active and forward thinking
* Ability to work on own initiative but also as a member of a team
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