Customer Experience Manager

Shepherds Bush Housing Association is an award-wining community-focussed housing association based in west London. Established by Reverend Asbridge in 1966, our vision today is as steadfast as it was then – for everybody in west London to have a safe and affordable place to call home. We’re at a thrilling time in our history, with the re-launch of our corporate strategy, major new building projects underway, and exciting plans to improve our services for residents.

Who we are looking for

A Customer Experience Manager to join our ambitious Resident Experience Team. As Customer Experience Manager, you will be at the heart of our organisation, providing excellent customer service for our residents. The successful candidate will be able to demonstrate a commitment to providing top-quality customer service, be a natural leader and have proven experience of delivering positive change to the customer experience.

What skills and experience you will need

We are looking for someone who has experience of delivering strategic change, experience of channel shift initiatives and managing omni-channel contact centres. We need someone who is able to improve the end to end customer journey, someone who can help us modernise our frontline service delivery and embed our new Customer Relationship Management service. Headline changes- moving people online, developing web service and implementing extended opening hours.

You will have a thorough understanding of effective leadership, performance management and how to motivate staff to reach their full potential. You will be an excellent planner, have some experience of leading project work, but you will also be able to be hands on and lead by example when necessary.  Experience of working within Housing would be advantageous, but not essential.

Above all else, it’s your commitment in always providing customers with an excellent level of service, having a continuous improvement mind-set and resilience to overcome any challenges that you may be faced with. You will be able to bring a fresh and critical eye to review processes and challenge others around you to improve standards. You will also buy into our organisational values and be able to demonstrate those in everything you do.

How you will fill your days

Delivering an excellent end-to-end experience for all Shepherds Bush Housing Group’s customers. Overseeing the day-to-day management of the Customer Contact Centre and leading our Customer Resolution team. Maximising and channelling all your leadership, innovation and insightful resources into delivering company’s ambitious Customer Charter.

What you will get in return

• Competitive salary of £50,000
• 25 days annual leave, rising with service
• A contributory pension scheme
• Flexible working
• Simply Health cash plan and a choice of flexible benefits
• Exciting opportunities for learning and career development
• A job with social purpose
• A great office location in the heart of leafy Chiswick, close to local shops and amenities
• Excellent access to all TFL networks, 2 minutes’ walk from Turnham Green Station

What you need to do now

If you feel that this could be the role for you then please upload your CV and complete our short online application form, giving examples of how your skills and experience meet the job requirements.

 Shepherd’s Bush Housing Group has a commitment to ensuring that equality and diversity is integrated at the core of our business and responds to the needs of our employees, workers, stakeholders and customers. By accessing, recruiting, and developing people from the widest possible talent pool, we gain an insight into different communities. This allows us to generate greater creativity in supporting the diverse needs of our customers and the community.

We are committed to equality and valuing diversity within our workforce and with the volunteers who give their time to us.  We expect everyone to understand and accept their personal responsibility to recognise and value differences and the unique contributions that people make to the way we deliver our services.

 Our mission

We're much more than a landlord. We build communities by providing homes that people can afford and invest in people and places.

We have more than 5000 homes throughout west London and are building more. We've been doing this since 1968 and are a trusted part of the community.

Our mission is social heart, business head, local impact.

Social heart: Our way of working builds and strengthens communities.
Business head: Our way of working means we make a lasting return on investment.
Local impact: Our way of working responds to what's needed locally.