Join Our Team as a Customer Experience Supervisor
Location:St Austell, Cornwall
Salary:£29,493per annum
Contract Type:Full-time (37 hours), Permanent
Department:Customer Experience & Neighbourhoods
Are you passionate about delivering exceptional customer service and leading a high-performing team? Ocean Housing Ltd is looking for aCustomer Experience Supervisorto join our dynamic Customer Experience and Neighbourhood Services department.
About the Role
As Customer Experience Supervisor, you’ll lead a multi-channel contact team, ensuring consistent, high-quality service across all customer touchpoints. You’ll work closely with the Customer Experience Manager to foster a culture of excellence, innovation, and continuous improvement.
Key responsibilities include:
* Supervising and motivating Customer Experience Advisors
* Managing performance and quality across digital and telephone channels
* Responding to customer queries,feedback and complaints
* Driving innovation and service improvements using data and best practice
* Supporting the safe and effective running of Stennack House
What We’re Looking For
We’re seeking someone who:
* Has experience supervising teams and delivering excellent customer service
* Thrives in a fast-paced, multi-channel contact centre environment
* Demonstrates strong communication, problem-solving, and leadership skills
* Is passionate about continuous improvement and customer satisfaction
* Has a Level 3 qualification (A Level or equivalent) and is committed to ongoing professional development
Desirable qualifications and experience include:
* Level 5 qualification or studying towards
* Experience in social housing or facilities management
Why Join Ocean Housing?
We offer:
* A supportive and inclusive work environment
* Opportunities for professional growth and development
* A chance to make a real impact in our community
For more information please refer to the Job Description & Person Specification
* 27 days holiday + bank holidays
* Workplace pension with death in service benefit
* Home office work payment
* Cycle to work scheme
* Rewards & recognition programme
* On-site parking
* Employee assistance programme
* Family-friendly policies
* Closing Date:Monday 25thAugust (Midnight)
* Interview Date:Thursday 4th September(Face-to-face at our Head Office in St Austell)
Please note: We may close this vacancy early if we receive sufficient applications, so don’t delay—apply today!
The Company
Ocean Housing Ltd is a not for profit, charitable registered provider of social and affordable housing, with a stock of over 4,700 properties throughout Cornwall.We are part of the Cornwall Homechoice ‘Choice Based Lettings’ scheme.
At Ocean we believe affordable housing is not just about the buildings, but about the people who turn them into homes. We provide a wide range of services to our residents, helping them to make the most of their homes and the communities they live in.
Mission Statement
“To be an innovative provider of quality homes and services, with residents and staff at the heart of Ocean, and Ocean at the heart of the community.”
At Ocean our vision is to be the employer of choice for Cornwall. We want to create a work environment where everyone feels like they belong, can bring their best, authentic selves to work every day and are provided with the support they need to do a great job.
Our purpose is to create a modern, dynamic and agile work environment, fit for the 21st Century and one of which all of our colleagues feel included and proud to be a part of. An environment which enables colleagues to provide quality, affordable homes and services for the people of Cornwall. We believe work iswhat you do, not where you go and therefore colleagues deliver their work where it best suits the need, whether that be in the office, home or around a local area or site using local facilities. Colleagues are agile and work or have meetings in any place to suit the need and task.
Generous Holiday Entitlement
Healthcare Benefits
Occupational Sick Pay Scheme
Pension which includes Death in Service Benefit
Winner
Best Place to Work at Cornwall Business Awards 2022
Sponsored by the Skills Hub
“This is a really challenging sector to work in and Ocean Housing Group have really gone above and beyond to support their workforce. They really show strong leadership from above in putting their employees first and the level of engagement they get from everyone in their teams is commendable, with really high number of team members taking part in surveys, consultancy and feedback. The Ocean Housing Group have also invested in the continual improvement of their staff, services and benefits to ensure that staff consistently feel invested in and valued – Well Done!”
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