Customer Excellence Manager

Homes for Students is the UK's leading independent provider of Student Accommodation. We are currently looking for Customer Excellence Manager to join our Communications team. This exciting opportunity offers 40 hours per week, working 9am to 5.30pm providing you with a dynamic and rewarding work experience. This is a National role. Purpose of the role: As the Customer Excellence Manager, you will be responsible for creating, leading and managing processes and systems throughout the business that drive continuous improvement across service excellence, improved standards and knowledge. This new role national role is pivotal in enhancing existing service levels and processes to deliver our residents outstanding service and driving the business forwards at scale. You will play a hands-on role creating, implementing, and managing our resident service procedures on a day-to-day basis, including complaints procedures, reviews management, mystery shopping, customer surveys, and customer service training, and producing reporting in line with SLAs while offering proactive advice and support to the business to promote best practice. You will be knowledgeable and passionate about service excellence and will thrive in setting the tone for service excellence for the business. You will have a keen eye for detail and the ‘small things' that make a difference when it comes to service excellence, and you will enjoy finding solutions for identified issues, and imparting knowledge with coaching and feedback. You will be an organised, proactive strategic thinker, with a service-led and solution-focused mindset. You will be confident and capable of liaising with multiple stakeholders of all levels, seeking out problems, coming up with solutions in a collaborative way, then rolling out and embedding them across the business. You will work alongside other departments in the business to ensure service excellence procedures are embedded and managed. You will oversee complaints and the complaints procedure in line with internal and regulatory processes. You will drive through change and improvement based on the feedback received into the business from complaints, reviews, and surveys and incorporate it into ongoing service excellence workstreams. You will create, lead, and manage our internal mystery shopper programme to drive best practice in terms of customer service. You will create this programme and devise the best way to deliver it, utilising what resource you need, including our residents, and will ensure comprehensive activity to give confidence to internal and external stakeholders that we are performing in accordance with contractual obligations, while delivering outstanding service. You will also lead on the creation and management of a ‘resident forum' to seek feedback, research improvements, and deliver best practice. While part of the wider Communications Team, you will be confident working alone and thrive in a hands-on role in a process-driven environment where you proactively manage your schedule. Through your work, you will identify potential system and process improvements and work closely with the development team as needed. You will be responsible for setting and attending meetings, managing complaints, creating and managing processes, writing procedures, delivering training and feedback, managing resident service aspects and ensuring they are always aligned with our business goals. This role requires some national travel including some overnight stays. Experience: Minimum of 5 years' experience in a customer service management role. Minimum of 5 years' operations experience, ideally in a related residential, hotel, or hospitality sector. Experience of creation, delivery, and management of complex processes. Understanding of standards required in a residential lettings environment is beneficial. Experience with ISO standards beneficial but not essential. Attributes: Strong analytical and problem-solving abilities. Strong project management skills, with the ability to manage multiple projects simultaneously. Ability to lead and inspire teams who you don't line manage. Strong leadership and decision-making skills. Empathetic, yet assertive approach. Excellent communication and interpersonal skills. What's on offer: Generous holiday package of 25 days, plus bank holidays, to recharge and enjoy life outside of work. Access to a range of exclusive retail discounts to make your money go further. Take your special day off Enjoy your birthday with a well-deserved break from work. Car leasing scheme to make your commute comfortable and convenient. Stay active and eco-friendly with our cycle-to-work scheme. Make a difference in the community with 2 charity days per annum. Life insurance for added peace of mind. At Homes for Students, we embrace diversity and equal opportunities. As a proud member of Inclusive Employers, we believe in fostering an inclusive environment where employees from all backgrounds and communities can thrive. We welcome applications from everyone, and we are more than happy to discuss any reasonable adjustments you may require. If you believe this role aligns with your aspirations, we eagerly await your application. Join us and embark on an exciting journey with Homes for Students. ADZN1_UKTJ

Location: Fazakerley, GB

Posted Date: 1/25/2025