This Vacancy has closed.
Customer Experience Manager
  • Employer: Royal Borough of Kensington and Chelsea Council
  • Reference: RBKC/20/124389
  • Published: Fri 13/03/2020, 12:00 PM
  • Closing on: Mon 06/04/2020, 9:00 AM
  • Working Pattern: Full Time
  • Hours: 36 hours per week
  • Salary: £34,900 - £47,300 per annum
  • DBS Check: No
  • Location: Unit 3, Baseline Studios, Whitchurch Road, Kensington & Chelsea

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Customer Experience Manager

About Us:

This department is responsible for housing, communities and improving the lives of local residents.  This includes landlord services and estate management, planning, refurbishment, and advice and support to help maintain healthy and safe homes.

A significant part of our work is focused on creating stronger communities, by working together with local residents on recovery following the Grenfell tragedy.  

In response to London’s affordable homes crisis, we are committed to building more social housing to help people on lower incomes to live, work, and raise their families in the borough. Our housing team also work closely with affordable housing providers and other agencies to manage homelessness, and give support to older residents to live independently.

The Role:

The Lancaster West Neighbourhood Team has been set up to manage 795 properties on the estate where Grenfell Tower is located, working with residents to co-design a model 21st century social housing estate,

As our “front of house”, this new role leads the team responsible for the provision of all front line neighbourhood services, responding to residents at reception, over the phone, by email - and even through Instagram DMs (direct messaging)!

We are looking for a Customer Experience Manager to lead our approach to making our ‘resident journey’ the best that it can be, in the context of working with a community recovering from the Grenfell Tower tragedy.

To achieve this, you will be working with others to deliver our commitment to providing excellent services, which begins with the way we interact with our residents.  

Please refer to the Job Description for more information.

About You:

You will be the catalyst for a resident-first culture, setting an exemplary standard, and looking for the opportunities in service failure and complaints to continuously improve services.

You will have experience of using call-management software, demonstrating an exemplary standard of written communication, and be able to manage a small but energetic team to deliver wide-ranging housing services.

Role Requirements:

This is an exciting opportunity for a self-starter, who is passionate about improving the customer experience and wants to deliver real outcomes for the benefit of our residents. You will need to have experience of shaping systems and processes in response to service user feedback, and an eye for detail.

You must feel comfortable working in a fast-paced environment, with sound influencing and negotiating skills being essential for getting the job done with the help of the wider team.  

Above all, you'll be driven by the passion to make a difference, inspire confidence, and lead with an empowering approach that gets the very best out of the people you manage, and services you deliver. 

We work in partnership with Hampshire County Council (HCC) who deliver many transactional services on our behalf. Although most communications will be from HCC, all selection and appointment decisions will be made by RBKC. Certain services are shared across more than one Council area to nearby neighbouring Authorities. This enhances delivery and reduces costs. Your recruitment information will advise if your remit extends beyond RBKC.

We will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.

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