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Job Role: Service Excellence Manager

Location: Luton

Job Sector: Customer Service

Hours:  35 hours per week

As the Service Excellence Manager, you will contribute to our vision of being the UKs favourite property manager by:

  • Putting customers at the heart of the contact experience, striving to get everything we do right first time, on time, in the delivery of the customer journey.
  • To drive the creation of a superior employee experience, attracting, developing and retaining employees able to deliver the customer experience we strive for.
  • Leading and developing digital capability by working collaboratively with stakeholder and our digital project team
  • Creating and implementing channels of choice for our customers that deliver a self – serve option which is timely and efficient.
  • Having a continuous improvement culture to identify root cause of failures and propose improvement
  • Leading our outsource partnerships and looking for opportunities to build a flexible working model and surge capability.

This role reports to the Head of Customer Experience.   

Main Responsibilities

  • Accountable for improvement plans and creating a culture focused on continuous improvement and improving ways of working.
  • Building strong collaborative partnerships with outsource partners and manging their key performance indicators.
  • Working with our Procurement team to build effective governance with our outsource partnerships.
  • Responsible for optimising our processes, working collaboratively with colleagues to deliver across multiple channels offering our customers channels of choice.
  • Driving a customer centric culture and implementing NPS within our customer’s journey.
  • Evaluating business results and identifying opportunities for improvement and growth, working closely with the wider Customer Experience teams to implement improvements.
  • Support our people development plans and work alongside the Customer Experience team to create career pathways for our team.
  • Work closely with wider Customer Experience Team, using management information to drive continual improvement.
  • Empowering teams to take ownership and encourage feedback to improve processes.
  • Creating a positive, diverse environment, driving engagement and development across Customer Experience.
  • Leading our social media channels and platforms to enable alternative channels for our customers.

Skills and Experience

  • Previous experience in a multi-channel customer service / service excellence role.
  • Strong customer and employee focus 
  • Driving continuous development and improvement within your own areas of responsibility and yourself.
  • Ability to utilise data to drive performance
  • Excellent stakeholder engagement
  • Excellent organisation and administration skills
  • Seeking out opportunities by understanding root cause analysis
  • Confident, optimistic, articulate communicator – both orally and in writing; able to build influential and engaging relationships with all colleagues, from site-based colleagues to directors to stakeholders.
  • Excellent technical skills in particular for our CRM systems and building capability with salesforce to deliver better user experience.

Our Values

Friendly – We look out for people’s best interests and show them we care by dealing with them in a warm and friendly manner.

Inventive – We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.

Respectful – We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times.

Skilled – We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service.

Trustworthy – We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments.