Customer Experience Manager

Position: Customer Experience Manager   Location: Leicester office LE19 with remote working Hours: 35 contracted hours per week (flexible working requests will be considered) Salary: Up to £41,455.13 per annum Interview Date: 1st October 2024 Closing Date: 20th September 2024 We regret to inform you that Advance is unable to accept any sponsorship requirements. Are you passionate about making sure individuals’ voices are heard?  Are you looking for an opportunity to use your experience and expertise in complaints and customer service to drive excellence and make a real difference to people’s lives? For 50 years, Advance has been putting customers at the heart of our business; we value customer feedback and use it to shape and improve the services we provide.  We’re now looking for an exceptional customer service professional for this new role which has been designed to help strengthen our approach to complaints handling. About the Role: This role will be based at our Leicester office with the option of combining this with home-working.  Occasional travel to our other offices may be required.  Reasonable requests for flexible working will be considered. You will play a vital role in making sure our approach to complaints both supports our customers and complies with the new Ombudsman Code. You’ll oversee our complaints process, ensuring complaints are dealt with effectively and within timescales. You’ll support colleagues across the business to investigate and respond to complaints, ensuring quality and consistency in our approach. You’ll provide analysis of our complaints data which will help to drive improvements to our business. You’ll also provide support to the housing team for the development and review of key customer-facing policies and support other feedback gathering and reporting.About the candidate: First and foremost, you’ll be passionate about customer feedback. You’ll have good people skills which will enable you to communicate effectively with customers and work well with colleagues across the business, and be able to write clearly for a range of audiences. You’ll also need to be highly organised, able to track and monitor a caseload of complaints, ensuring they are resolved within timescales.  You’ll need to be IT savvy – able to use our complaints systems to record and track complaints and provide regular reports. You’ll probably have previous manager-level experience of working in a customer service/ complaints handling role, and ideally you will have experience or knowledge of the housing and/or social care sectors.  You will need to have an understanding of our customer base and demonstrate an ability to adapt your approach in response to individuals’ needs.For more information about the role please contact, Louise Riley, Head of Marketing, Communications and Customer Engagement for an informal chat. For more information regarding this role, please see the attached job description and person specification. About the organisation: Advance is a national, not-for-profit provider of housing and support services for people with disabilities and mental health conditions. Our vision is to transform lives; providing the best quality housing and support services so that people can live the lives they choose, achieve their personal goals, feel valued and know their voices are heard. We recognise that our people are our greatest asset and we’re passionate about making Advance a great place to work.  We invest in our staff, providing the training and support you need to succeed in your role, gain industry-recognised qualifications and realise your career aspirations. We are an equal opportunities employer who values its staff and the difference they make to their customers. There is no place for racism or discrimination of any kind in Advance. As an organisation, we will not tolerate it. We are firmly committed to recruiting the best colleagues regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation and to supporting customers from similarly diverse backgrounds. All newly appointed staff receive an induction, during which they will learn about our PRIDE values, our expectations of how they should treat our customers and our commitments in relation to how they will be treated as a member of staff. Benefits of working for Advance: We value our staff and the difference they make to the lives of our customers, which is why we offer the following benefits: Paid holiday (from 25 days up to 30 days with long service in addition to bank holidays, pro rata for part time hours) Sector specific training is provided as part of induction plus opportunities for professional development Access to Perks at Work where you can obtain great discounts of cinema tickets, shopping vouchers and much more Long service awards payable in 5 year increments Golden Hello/refer a friend receive up to £500 Cycle to work scheme Access to our Employee Assistance Programme Free DBS (Disclosures and Barring Service) Excellent opportunities to progress your career within Advance Enrolment in a pension scheme with matched contributions above the statutory minimum (if you work enough hours to meet the threshold for enrolment)Advance is regulated by the Regulator of Social Housing and the Care Quality Commission and we are committed to safeguarding and promoting the welfare of the people we support.  You will be required to provide evidence of right to work.  An enhanced DBS disclosure will be required for this role, the cost of which will be covered by Advance. We value diversity and therefore welcome applications from everyone interested in working at Advance. We are a Disability Confident Leader. Advance Housing & Support Ltd reserves the right to close this job once sufficient applications have been received. #INDADVSPOT