Full time, but part time/job share will be considered.
Workspace
On Site
About the Role
We have an exciting opportunity for a Customer Experience Supervisor to join the Norwich City Service Limited (NCSL) team. If you are a team leader, highly organised, and have excellent communication skills, we would love to hear from you.
About the Role?
This role is focused on delivering a high-quality, customer-first service by managing and improving day-to-day operations across non-housing repairs, environmental services, and sports bookings. You will be responsible for resolving enquiries, overseeing complaint handling, and supporting system performance to ensure efficient service delivery. With a strong emphasis on collaboration, performance management, and continuous improvement, the role plays a key part in enhancing customer satisfaction, maintaining compliance standards, and driving forward service innovation. You'll also guide and support team members to meet key performance indicators while fostering a culture of accountability and excellence.
We are looking for a highly motivated and organised individual with strong experience in customer-focused environments and a solid understanding of repairs processes, particularly within social housing. The ideal candidate will bring excellent team leadership skills, confidence using Microsoft Office—especially Excel and Word—and a proven track record of managing appointments and planning systems. Strong communication, analytical, and problem-solving abilities are essential, along with the capacity to handle pressure, manage workloads independently, and maintain attention to detail. A proactive and conscientious approach, combined with ambition and the ability to build positive relationships with clients and colleagues alike, will be key to success in this role.
Why Chose Us?
• Living Wage Employer
• Cycle to Work Scheme
• Supportive and inclusive environment and culture
• Employee Assistant Support and Occupational Health
• Commitment to learning and development
• 23 days annual leave, rising to 24 days after 3 years and 25 days after 5 years. Plus 8 bank holidays.
This role is for 37 hours per week, but to ensure flexibility and promote an inclusive workplace part time hours or a job share agreement will be considered.
Closing Date: Sunday 29th June 2025 – please note this vacancy may close earlier if a high number of applications have been received.
Please note if you have not heard from us within 2 weeks of the closing date, your application has been unsuccessful.
Requirements
Knowledge of aspects of repairs processes.
Microsoft office, particularly Excel and Word.
Ability to work well with others.
Ambition and desire to succeed.
About the Company
Responsible for key operational delivery and maintenance of Norwich city's streets, parks and properties by utilising all of the services that our environmental and building repairs teams have to offer.
We locally employ over 300 people with plans of continuous growth, aligned with high aspirations of excellent service delivery. Additionally, we also cater for various private businesses and residents across the city.
NCSL's mission is to deliver efficient and effective environmental and building maintenance services, always putting the customer first, protecting the quality of the environment while embracing our company values and behaviours to enhance the lives of the Norwich community.
Our aim is to create a more inclusive environment that truly balances purpose and culture; one that considers the impact of their decisions on the community and employees. We are passionate about the services we deliver and strive to have a work setting where our company values of accountability, respect and equality are at our core.
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