People & Places Lead

Description

We have an opportunity for a People & Places Lead to manage high-quality service to customers and colleagues by delivering, driving, owning, and nurturing the organisation's customer experience culture change, from the quality of customer care and reputation management to service features and reliability. With strong empathy for customers, Allocation Services: Oversee and monitor that properties are allocated and let go efficiently to the organisation's voids and lettings standard.

Responsibilities

To lead the Customer Resolutions section in continuously improving complaint and communication responses, recognising the Housing Ombudsman and Consumer Standards and providing assurance to the board and broader stakeholders. To be the strategic owner of engagement with residents throughout the complaints and post-complaints processes, the customer experience service, and to support the Resident Voice within the service delivery and maximise satisfaction.

Qualification – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• Degree or similar experience
• Advanced –Microsoft Office, Word, Excel, Outlook, PowerPoint, and Social Media.

Qualifications, Knowledge & Experience Requirements - Criteria-to be Tested at Shortlisting.

• Experience working with senior teams to deliver strategic and operational outcomes for residents.
• Be the customer champion and advocate, and have excellent communication and leadership skills.
• Have a record of elevating customer satisfaction and ensuring customer needs and expectations are represented.
• Overseeing the data sources, capturing customer satisfaction, and having a strong analytical mindset.
• Support and lead customer access to services through digital, self-service tools and lead on the ongoing improvements to processes and technology required.
• Working collaboratively to ensure a cohesive customer experience and embracing values.
• Line managing coaching team leads for their development and progression.
• Provide the organisation with continuous learning from complaints, the customer experience and the broader social housing sector.
• Leading in maintaining customer excellence accreditation.
• Demonstrate responsibility for meeting the customer experience Service Standards, the Tenant satisfaction measures, and the complaints resolution policy and process.  
• Deliver against consumer standards for residents, promoting trust and confidence and ensuring that residents keep their sides of the bargain.
• Lead a team to deliver outstanding service levels to internal and external customers whilst continually developing the service.
• Achieve value for money with a continuous improvement programme, increasing performance whilst delivering efficiency savings.
• Manage supplier/central contractor contracts to ensure value for money and demonstrate excellent partnering and relationship management skills.
• Ensure the organisation is compliant with legal obligations.
• Led the customer experience, allocations and customer resolutions teams to be efficient and effective, with an effective communication strategy at its heart.
• Build strategic partnerships and collaborate with colleagues, involved residents, and strategic partners.

Essential Compliance Requirements

• 2 Years References
• A pre-engagement screening is mandatory for this role. Please be prepared for this additional step in the application process.

Diamond Blaque Group- A leading public sector provider, is acting as an employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace.