Customer Quality and Experience Manager - CSC
Description✓Customer Quality and Experience Manager - Customer Service Centre
✓Newcastle upon Tyne
✓Permanent, Full Time [37.5 hpw], Mon - Fri, with the occasional Saturday
✓Salary circa: £32,000 pa negotiable depending on skills & experience, with great benefits including a cash health plan.
✓We are the UK National Contact Centre Team of the Year and winners of the Northeast Contact Centre of the Year.
✓We are always looking for ways to be even better
✓So, what next for us? Well, to build on our success we are embarking on an exciting period, broadening the ways we interact with our customers – sounds cool, right?
✓We want customers who contact our omni-channel call centre to have a truly Brilliant Customer Experience
✓We want our processes to be seamless, our technology to be top notch and to work collaboratively with our customers and key stakeholders across the UK which include external Contractor Parties as well colleagues from across the rest of Home Group
✓We want an energised, innovative, and skilled change professional to join us to deliver our aspirational plans.
✓Home Group is one of the UK’s largest providers of high-quality housing and supported housing services and products – so you’ll be part of an organisation that is passionate and makes a difference to thousands of people every single day.
✓A place where you belong
✓Great things happen when we can be ourselves at work
✓We want all our colleagues to be who they truly are here
✓Our internal diversity networks, peers, and allies [Multicultural, LGBTQIA+ and Disability] support us all to be our best. !
✓About you
✓You’ll be an experienced change professional, able to manage a portfolio of tactical change within our centre, supporting the centres management team in scoping out new change, working with key stakeholders to deploy change [including business readiness checks] and tracking the benefits of change that has been delivered.
✓Successful job applicants will be comfortable working at pace, whilst applying the right level of governance to ensure that change initiatives are delivered in a controlled way, driving quality outcomes. You’ll also be flexible and ready to respond reactively to meet the demands of our busy centre, at times managing competing priorities and deadlines.
✓You’ll have excellent engagement skills and the ability to motivate colleagues to support change initiatives
✓You’ll be a problem-solver, a creative thinker, a collaborator, and a data analyst, able to make evidence-based improvement suggestions to our processes or practices.
✓You must have experience of managing tactical change, ideally in a call centre environment, including experience with different contact channels and technology. It would be great if you had a relevant qualification in change, such as Agile or Lean 6-sigma - but don't worry if you don't.
✓About the role
✓This role is responsible for enhancing the experience of customers who contact our omni-channel call centre
✓Ensuring our customer promise is met and our Customer Service Advisors can provide a Brilliant Customer Experience.
✓You will be working within the wider Customer Service Excellence & Improvement Team, alongside our Knowledge Management Team and our Performance & Improvement Coaches; all of whom are focused on supporting the centre to deliver a quality service for our customers.
✓You will also work closely with our Management Team to deliver change internally within the Customer Service Centre whilst also working with key stakeholders across wider Home Group to set us up for success when change happens outside of our centre, playing a critical role of ‘readiness champion’.
✓Want to know more?
✓If you’re not reading this advert on our careers’ pages, press the APPLY NOW button to access lots of useful stuff! You can download the Customer Experience Manager and find out more about Home Group. We’ve also got that show you what it’s like to work here, and we know you’ll want to find out more about our award winning !
✓Applying for this job
✓Don’t delay applying for this brilliant job, as we may close it early if we get lots of applications! Just upload your CV and if you have one, your covering letter [this will help us learn more about you!]
✓If you need them, we’ve also got some to help you Show more →
✓Newcastle upon Tyne
✓Permanent, Full Time [37.5 hpw], Mon - Fri, with the occasional Saturday
✓Salary circa: £32,000 pa negotiable depending on skills & experience, with great benefits including a cash health plan.
✓We are the UK National Contact Centre Team of the Year and winners of the Northeast Contact Centre of the Year.
✓We are always looking for ways to be even better
✓So, what next for us? Well, to build on our success we are embarking on an exciting period, broadening the ways we interact with our customers – sounds cool, right?
✓We want customers who contact our omni-channel call centre to have a truly Brilliant Customer Experience
✓We want our processes to be seamless, our technology to be top notch and to work collaboratively with our customers and key stakeholders across the UK which include external Contractor Parties as well colleagues from across the rest of Home Group
✓We want an energised, innovative, and skilled change professional to join us to deliver our aspirational plans.
✓Home Group is one of the UK’s largest providers of high-quality housing and supported housing services and products – so you’ll be part of an organisation that is passionate and makes a difference to thousands of people every single day.
✓A place where you belong
✓Great things happen when we can be ourselves at work
✓We want all our colleagues to be who they truly are here
✓Our internal diversity networks, peers, and allies [Multicultural, LGBTQIA+ and Disability] support us all to be our best. !
✓About you
✓You’ll be an experienced change professional, able to manage a portfolio of tactical change within our centre, supporting the centres management team in scoping out new change, working with key stakeholders to deploy change [including business readiness checks] and tracking the benefits of change that has been delivered.
✓Successful job applicants will be comfortable working at pace, whilst applying the right level of governance to ensure that change initiatives are delivered in a controlled way, driving quality outcomes. You’ll also be flexible and ready to respond reactively to meet the demands of our busy centre, at times managing competing priorities and deadlines.
✓You’ll have excellent engagement skills and the ability to motivate colleagues to support change initiatives
✓You’ll be a problem-solver, a creative thinker, a collaborator, and a data analyst, able to make evidence-based improvement suggestions to our processes or practices.
✓You must have experience of managing tactical change, ideally in a call centre environment, including experience with different contact channels and technology. It would be great if you had a relevant qualification in change, such as Agile or Lean 6-sigma - but don't worry if you don't.
✓About the role
✓This role is responsible for enhancing the experience of customers who contact our omni-channel call centre
✓Ensuring our customer promise is met and our Customer Service Advisors can provide a Brilliant Customer Experience.
✓You will be working within the wider Customer Service Excellence & Improvement Team, alongside our Knowledge Management Team and our Performance & Improvement Coaches; all of whom are focused on supporting the centre to deliver a quality service for our customers.
✓You will also work closely with our Management Team to deliver change internally within the Customer Service Centre whilst also working with key stakeholders across wider Home Group to set us up for success when change happens outside of our centre, playing a critical role of ‘readiness champion’.
✓Want to know more?
✓If you’re not reading this advert on our careers’ pages, press the APPLY NOW button to access lots of useful stuff! You can download the Customer Experience Manager and find out more about Home Group. We’ve also got that show you what it’s like to work here, and we know you’ll want to find out more about our award winning !
✓Applying for this job
✓Don’t delay applying for this brilliant job, as we may close it early if we get lots of applications! Just upload your CV and if you have one, your covering letter [this will help us learn more about you!]
✓If you need them, we’ve also got some to help you Show more →