Customer Excellence Manager

Customer Excellence Manager

Novus Property Solutions are a dynamic,
award winning property maintenance specialist with more than 750 staff in 26
Locations across the UK providing a combination of local knowledge and national
strength. Novus are a family run company with a rich 124-year heritage and as a
leading specialist in planned and responsive maintenance, refurbishment
and new build we deliver a range of services delivering bespoke solutions to
client needs.

We are seeking an enthusiastic Customer Excellence
Manager
 to join Novus in this new role, at an exciting time in our Customer
Services journey. To be ideally situated around the Midlands/North West,
working remotely, must be commutable to HQ in Stoke on Trent.  The role
will also require some travel around our operational offices as and when
required.

Benefits

  • Excellent Salary 
  • 24 days holidays + 8 BH
  • Company Car or Car Allowance
  • Discounted Healthcare Scheme
  • Contributory Pensions Scheme

Summary- Customer Excellence Manager

The role of the Customer Excellence Manager has the responsibility of
implementing high customer service standards throughout the company, ensuring
that service standards are effective and thorough whilst also ensuring customer
excellence is part of the internal culture of the business. 

Whilst identifying key improvements and opportunities to position the
business as a market leader for customer experience in the construction social
housing sector.

The role is a stand alone position that will have full support of the
wider business.  Creating, delivering and
supporting the strategic plan, experience within Social Housing refurbishment
delivery sector is essential.

Main Responsibilities – Customer Excellence
Manager

  • Ensure the customer
    profiles/ journeys are embedded in key contracts
  • Design/Implements best
    practice customer journey processes for the customer service team to
    interact with customers, incorporating plans to increase satisfaction
  • Provides training on
    handling of sensitive customer service issues
  • Leading by example by
    showcasing excellent customer service skills and behaviours
  • To identify key risks within
    the business where customer service can be let down within operations,
    through site visits/audits/assessment and subsequent corrective action
    protocol
  • Identify improvements and
    opportunities to continually improve the customer experience
  • Liaises with Senior
    Management, vendors, contractors and key stakeholders to ensure quality of
    products and efficiency of department
  • Drives both internal and
    external communications to improve culture and position in the marketplace
    as the go to for customer experience
  • Drive ‘It’s our Job’ (Customer
    Service Training) across the business.
  • Implement and monitor key
    performance indicators measuring improvements and scoring against industry
    standards.
  • Attend business meetings
    with potential new clients to provide overview of our service standards,
    customer excellence standards and agree the working methodology.
  • Monitor usage and logs on
    the complaints and compliments database.
  • Produce monthly reports to
    the Board on current/future issues and recommendations.
  • Responsibility of
    implementing company and bespoke contract customer liaison and care
    standards.
  • Plan, organise and represent
    at Novus at community events.
  • Work with the bid department
    to formulate innovate answers in relation to customer care activities for
    PQQ and ITT submissions, attending win business interviews to relay Novus
    processes and procedures
  • Plans and maintains
    departmental budget
  • Work with the CSR manager,
    marketing and training departments to identify possible awards i.e. TPAS
    etc
  • Working with the CSR Manager
    to deliver social value project initiatives.
  • Work closely with the
    marketing and business development teams to support in positioning the
    business within the housing marketplace as being a market leader of
    customer experience.
  • Work closely with People
    Services to ensure behaviours, recruitment and performance considers
    customer excellence.

Key skills

  • Previous experience working
    in a Customer Excellence Manager role for a similar company.
  • Proven track record of
    driving improvements and strategic thinking within Customer Excellence.
  • Business Administration or
    similar degree level education beneficial
  • Experience within the Social
    Housing sector essential
  • Public Sector and Retail,
    within the maintenance sector highly beneficial
  • An effective communicator
    able to adapt their communication style depending on the audience to
    include stakeholder management
  • Highly developed
    organisational and planning skills, time management skills and written/
    oral communications skills.
  • Commercially astute, natural
    leader and motivator
  • Advanced IT skills
    (Microsoft package)
  • KPI monitoring, analytical
    skills and report writing
  • Must be flexible in hours of
    work and travel and hold a full UK driving licence

Applications are welcomed from all as we are an Equal
Opportunities Employer. We are a socially and environmentally responsible
national building and maintenance company.

Please note
that we do not require recruitment agency support with this role and
speculative CVs will be treated as a direct application.

Location

Birmingham

Reference

VA942

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