Permanent, Full Time
We are looking for a full-time Lead to work in our Customer Connect Department. As a Customer Experience Lead you will play an important role in developing and improving services by managing and analysing customer insight gained through complaints, feedback, and customer engagement.
We are a values driven housing association, and this role is based in our Sheffield city centre office with a 50/50 mix of home and office working.
Who you are:
Are you passionate about delivering a great customer experience? Do you lead by example and build relationships to make change happen? If so, you could be the perfect fit for our Customer Experience Team.
We are looking for someone who:
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is motivated to do the right thing and committed to working with our customers to improve services,
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has excellent communication skills and is able to engage with a range of audiences, and people with different needs,
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can build a good rapport with customers and show empathy,
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has great organisational skills and strong attention to detail,
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can analyse and interpret data to bring it to life.
More about the role:
You will lead our Customer Experience Team and champion responding to customer voice through great complaint handling, customer engagement, and responding to feedback. Using customer voice you will provide insight to key departments across SYHA, highlighting what our customers tell us is working well and areas of improvement.
Ideally, you will have experience in line management and working in social housing. An understanding of regulatory and legislative requirements social housing providers need to comply with, specifically the Housing Ombudsman Services complaint handling code, would be beneficial.
Job Description
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Salary – £34,391 - £35,852
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37 Hours per Week (Monday to Friday)
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50 / 50 working from home / in the office split
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27 days holiday, plus 8 bank holidays, plus 4 SYHA days at Christmas, Easter, Spring and August Bank Holiday (all pro rata). The leave year runs from 1st April to the 31st March.
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Benefits which include an excellent flexible working scheme, family friendly perks, wellbeing scheme, discounts scheme
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Access to a wide development programme
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Up to 5% pension contribution
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Our Sheffield Office is located at Rockingham Street, S1 4EB
Who we are:
At South Yorkshire Housing Association, our purpose is for our customers to settle at home, live well and realise their potential.
Feeling settled and living well means different things to the people and families that live across South Yorkshire. So, we work with people in different ways – from our extra-care housing, to providing services and opportunities that individuals can access in their home, workplace and community, to creating houses for affordable rent.
Our employees enable us to create the best services, support, and experiences for our customers. We believe that difference makes us better, and that our services are made stronger by having a diverse workforce. We encourage and welcome applications from all backgrounds.
Please note that we may remove this advert prior to the advertised date, dependent on the level of response received. Please apply at your earliest convenience.
Closing Date: Sunday 21 July 2024 at midnight
Interview Date: week commencing 01 August 2024