Customer Experience Manager (CSC)
| Posting date: | 26 April 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 26 May 2024 |
| Location: | Newcastle upon Tyne (Strawberry Lane), NE1 4BX |
| Company: | Home Group Limited |
| Job type: | Permanent |
| Job reference: | 24713 |
Summary
Customer Experience Manager - Customer Service Centre
Newcastle upon Tyne, hybrid working x 2 days office based and x 3 working from home
Permanent, Full Time (37.5 hpw)
Salary circa: £32,000 pa negotiable depending on skills & experience, with brilliant benefits, including a Health Cash Plan!
As the UK National Contact Centre Team of the Year and winners of the Northeast Contact Centre of the Year.
We are always looking for ways to be even better. So, what next for us? Well, to build on our success we are embarking on an exciting period, broadening the ways we interact with our customers – sounds cool, right?
We want customers who contact our omni-channel call centre to have a truly brilliant customer experience. We want our processes to be seamless, our technology to be top notch and to collaborate with our customers and key stakeholders across the UK which include external contractor parties as well colleagues from across the rest of Home Group. We want an energised, innovative, and skilled change professional to join us to deliver our aspirational plans.
Typical day as a Customer Experience Manager
- Support the customer service centre to deliver a quality service for our customers
- Work closely with our Management Team to deliver change internally and across other Home Group function and our partners.
- Work closely with stakeholders across the wider organisation to set us up for success, when change happens, and play a critical role of ‘readiness champion’
- Ensure our customer promise is met and our customer service advisors can provide a brilliant customer experience
Fancy going home each day knowing that you have helped change our customers lives for the better. You’ll do that here, working for one of the top ten Great Place to Work in the UK!
You bring
- You’ll be an experienced change professional
- Be comfortable working at pace
- Excellent engagement skills and the ability to motivate colleagues to support change initiatives
- Be a problem-solver, a creative thinker, and a great collaborator
- Data analyst skills, able to make evidence-based improvement suggestions to our processes or practices.
- Experience of managing tactical change, ideally in a call centre environment
- Relevant qualification in change, such as Agile or Lean 6-sigma - but don't worry if you don't.
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. You’ll join our team, who come from different walks of life and are here to support you as you make yourself at Home!
Job details
- Hours are 37.5 per week, typically Monday to Friday 9am to 5pm
- This is a hybrid role, so you’ll spend 2 days in our office in Newcastle and 3 days at home.
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!
What’s in it for you?
- 34 days annual leave (includes bank holidays and a “me day” to use whenever you fancy) increasing to 39, the option to buy 5 more, and time off for volunteering too!
- Health cash plan saving you from £1140 per annum. We’ll cover your costs (and kids if you have them) towards dental, optical, prescriptions, alternative therapies, and lots more.
- Over 800 high street discounts on groceries, holidays, and days out. Looking for a new phone, bike, or car? Save money with us.
- We’re Investors in People Platinum employer, a Great Place to Work and 10th Best place in the UK for Wellbeing”
- We Grow Our Own colleagues (not literally of course!), when you’re ready for the next step in your career, you can grow with us!
- Generous pension scheme with life insurance of 3x salary.
- Explore our benefits in detail on our website.
Find out more
If you'd like to have a chat and find out more about the role please contact Jennifer Boyd (jennifer.boyd@homegroup.org.uk)
Click APPLY NOW to see our Customer Experience Manager Job Description and for help to apply. Sometimes we close a job early, so don’t delay or you might miss out.
Finally, let us know if there’s anything we can do, to help you shine in our process at recruitment@homegroup.org.uk
Proud member of the Disability Confident employer scheme