Customer Experience Manager Customer Service Centre Newcastle upon Tyne Permanent, full/part time (37.5 hpw) Salary: £35,000 to £37,000pa, negotiable based on skills and experience with brilliant benefits! Home, a place where you belong Fancy a job where customers and colleagues are at the heart of everything you do, looking for improvements to existing processes and ensuring that the teams are ready for new changes introduced. As our Customer Experience Manager in the Customer Service Centre, you'll shape how we listen, learn and improve every day, making a real difference to how our customers and colleagues feel. If you love people, processes and finding smarter ways to do things, youll feel right at home here. Typical day as a job title Spotting patterns in feedback, complaints and data so we can improve our processes and make it easier for everyone involved Helping to fix whats not working by adjusting processes, sharing lessons learned and driving forward improvements across the business Working closely with housing, maintenance teams and colleagues across Home Group to keep things running smoothly and fairly and ensure our processes are all aligned Gathering insight from customers through surveys, conversations and focus groups to keep their voices at the heart of everything Making sure any new changes or ideas are carefully thought through, planned and set up so teams know exactly whats coming, why and there is no adverse customer impact Using both numbers and real-life stories to build a strong case for change and show how it will help our customers and teams Imagine ending each day knowing you've made a positive impact on our customers' lives. You can do that here, working for one of the top ten Great Places to Work in the UK! You bring Confidence in analysing data, spotting trends and drawing practical conclusions from different sources of information and feedback Strong relationship-building skills to influence colleagues and partners with a calm, logical and people-focused approach The ability to thrive in a busy, ever-changing environment, where youll need to juggle quick wins with longer-term projects Experience using tools like Lean Six Sigma, Agile or similar methods to support continuous improvement in customer-facing services A thoughtful approach to managing complaints, with a clear focus on turning poor experiences into lasting positive change Great communication skills and a sharp eye for detail, helping you shape ideas that are not only smart but easy for others to understand and act on Our team Looking for a job where you really belong? Where you can be, well you! Bring your uniqueness, brilliant skills and awesome experience to deliver amazing things for our customers. Youll join our team, who come from different walks of life and are here to support you as you make yourself at Home! Job details This is a hybrid role, and youll spend 2 days in the office, 3 days working at home Flexible working hours (or were open to agreeing a work pattern with you) Youll manage your own diary, so if you need to work from home to take delivery of your new fridge or take a longer lunch, you can use your flexi time to manage that Due to limits on our current certificates of sponsorship, we are not able to offer sponsorship to?external?candidates for this role. This remains under regular review. A place where you belong Great things happen when we can be ourselves at work. We want all our colleagues to be who they truly are here. Our internal diversity networks, peers and allies (Multicultural, LGBTQIA and Disability) support us all to be our best. Together we make Home Group a great place to work ! Whats in it for you? 34 days leave (inclusive of bank holidays and a me day to use whenever you fancy), with the option to buy 5 more, and time off for volunteering too! Generous pension scheme with life insurance of 3x salary. See our full range of benefits on our website. Health cash plan saving you from £1140 per annum. Well cover your costs (and kids if you have them) towards dental, optical, prescriptions, alternative therapies and lots more. Save money with us, with over 800 high street discounts on groceries, holidays and days out. Colleagues really matter to us, thats why were the 10th Best place in the UK for Wellbeing. Our tools and support help you when you need them. Find out more Click APPLY NOW to see our Customer Experience Manager Job Description, find out about us and for help to apply. Sometimes we close a job early, so dont delay or you might miss out. Finally, let us know if theres anything we can do, to help you shine in our process by making reasonable adjustments at