Customer Champion Team Leader
| Dyddiad hysbysebu: | 17 Tachwedd 2025 |
|---|---|
| Cyflog: | £36,012.00 i £40,013.00 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 28 Tachwedd 2025 |
| Lleoliad: | B37 7YD |
| Cwmni: | Platform Housing Group |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 0244 |
Crynodeb
Join our Housing Operations team as a Customer Champion Team Leader! We're excited to introduce our new Customer Experience Champion roles and are now recruiting a Customer Champion Team Leader. In this key position, you'll lead a team of Customer Experience Champions and act as the first point of contact for customer feedback and complaints within Housing Operations, with a strong focus on effective de-escalation.
You will also play a pivotal role in turning customer insights into practical improvements, leading the implementation of learning identified through feedback and championing a culture of continuous improvement across the Housing Operations directorate.
This is a valuable opportunity to make a real difference by strengthening how we listen to, learn from, and support our customers every day.
Some of your day-to-day tasks will include:
-Provide leadership, direction, coaching, management, and support to direct reports, to effectively deliver their team objectives and to develop their potential
-Take overall responsibility for monitoring customer feedback and complaints relating to the Housing Operations directorate
-To manage the process for ensuring that the Housing Operations directorate provide timely information back to the Customer Experience Team to inform ‘independent' complaint responses
-To be a key advocate for the customer within the Housing Operations directorate and support managers and Heads of service to respond to customer feedback in a timely manner
Some of the things we are looking for:
-Demonstrable experience working within a Housing Operations role within a Housing Association is essential as your knowledge and expertise will be key to succeeding in this position
-Experience of managing or supervising colleagues
-Experience in dealing effectively with difficult and sensitive situations
-Customer focussed with a commitment to quality, customer service, best practice and best value
-Experience in delivering timely reports from various databases, with an ability to identify key trends and information
-Experience working collaboratively with teams and influencing processes.
Some of the great benefits we can offer:
-Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave
-Family friendly policies including generous Paternity, Maternity, Shared Parental and Adoption leave plus 3 days paid Urgent Domestic Leave
-Medicash membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts
-Health Cash Plan worth up to £1700 p/a with cashback for dental, optical, physio and complementary therapies and more
-Pension contribution scheme with employer contributions of up to 12% (inclusive of life assurance and dependent on employee contributions)
-Learning and Development opportunities
-Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers
How to Apply: If you're passionate about putting customers first and want to make a real difference, click Apply Now to submit your online application and upload your CV, be sure to tell us how your skills and experience make you the perfect fit for this role.
We aim to hold in person interviews from the week of 01st December and will contact shortlisted candidates to arrange a convenient time.
For more information, please see the full job description or contact Gemma Boulton (Head of Customer Experience) at gemma.boulton@platformhg.com.
Early applications are encouraged, as the advert may close before the advertised closing date.
You will also play a pivotal role in turning customer insights into practical improvements, leading the implementation of learning identified through feedback and championing a culture of continuous improvement across the Housing Operations directorate.
This is a valuable opportunity to make a real difference by strengthening how we listen to, learn from, and support our customers every day.
Some of your day-to-day tasks will include:
-Provide leadership, direction, coaching, management, and support to direct reports, to effectively deliver their team objectives and to develop their potential
-Take overall responsibility for monitoring customer feedback and complaints relating to the Housing Operations directorate
-To manage the process for ensuring that the Housing Operations directorate provide timely information back to the Customer Experience Team to inform ‘independent' complaint responses
-To be a key advocate for the customer within the Housing Operations directorate and support managers and Heads of service to respond to customer feedback in a timely manner
Some of the things we are looking for:
-Demonstrable experience working within a Housing Operations role within a Housing Association is essential as your knowledge and expertise will be key to succeeding in this position
-Experience of managing or supervising colleagues
-Experience in dealing effectively with difficult and sensitive situations
-Customer focussed with a commitment to quality, customer service, best practice and best value
-Experience in delivering timely reports from various databases, with an ability to identify key trends and information
-Experience working collaboratively with teams and influencing processes.
Some of the great benefits we can offer:
-Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave
-Family friendly policies including generous Paternity, Maternity, Shared Parental and Adoption leave plus 3 days paid Urgent Domestic Leave
-Medicash membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts
-Health Cash Plan worth up to £1700 p/a with cashback for dental, optical, physio and complementary therapies and more
-Pension contribution scheme with employer contributions of up to 12% (inclusive of life assurance and dependent on employee contributions)
-Learning and Development opportunities
-Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers
How to Apply: If you're passionate about putting customers first and want to make a real difference, click Apply Now to submit your online application and upload your CV, be sure to tell us how your skills and experience make you the perfect fit for this role.
We aim to hold in person interviews from the week of 01st December and will contact shortlisted candidates to arrange a convenient time.
For more information, please see the full job description or contact Gemma Boulton (Head of Customer Experience) at gemma.boulton@platformhg.com.
Early applications are encouraged, as the advert may close before the advertised closing date.
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd
Hyderus o ran Anabledd
Gwybodaeth am Hyderus o ran Anabledd
Yn gyffredinol, bydd cyflogwr Hyderus o ran Anabledd yn cynnig cyfweliad i unrhyw ymgeisydd sy'n datgan eu bod yn anabl ac yn bodloni'r meini prawf lleiaf ar gyfer y swydd fel y diffinnir gan y cyflogwr. Mae'n bwysig nodi, mewn rhai sefyllfaoedd recriwtio fel nifer fawr o ymgeiswyr, cyfnod tymhorol ac amseroedd prysur iawn, efallai y bydd y cyflogwr am gyfyngu ar y niferoedd cyffredinol o gyfweliadau a gynigir i bobl anabl a phobl nad ydynt yn anabl. Am fwy o fanylion ewch i Hyderus o ran Anabledd.