Customer Experience Specialist

Customer Experience Specialist
Salary: £41,500
Location: Manchester – Hybrid
Full Time, Permanent
Closing Date: 16th June 2024
Interview Date: 27th June 2024
Support our communities. See the difference you can make in our city.
At One Manchester we are passionate about providing good quality homes, great services and real opportunities for customers and communities. We are more than just a landlord. We invest in new and existing homes, provide money advice and wellbeing, employment and training support and build strong partnerships to support inclusive growth.
We have an exciting position available for a Customer Experience Officer to join us!
You’ll deliver tangible improvement actions based upon customer insight and ensure the highest standards of customer service are developed and maintained throughout the organisation.
Undertaking root cause analysis of the complaints we receive; you’ll turn this into robust actions to reduce recurring themes and carry out robust quality assurance checking across the entire customer journey. You'll routinely map the customer journey to identify pain points and opportunities and then support the rapid development of solutions for issues.
What we’re looking for:
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A passion and drive to embed a customer first approach
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The ability to think conceptually and creatively to continually develop and improve the customer experience.
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Outcome and solution focused with ability to show initiative and propose solutions to issues identified.
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Experience of route cause analysis and customer journey mapping.
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Experience of analysing data from multiple sources
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Experience of turning insight into action
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Ability to work within a project environment and take the lead as the situation requires.
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Resilience and tenacity to see things through to conclusion.
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Excellent communication (both written and verbal), influencing and negotiation skills, required to cooperate with a wide range of internal and external stakeholders.
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Strong IT skills
Why take up the challenge with One Manchester? This really is a great place to work. We’ve bags of potential and have huge opportunities waiting to be unlocked. Supportive and flexible, we’re rightly proud of our work and excited about the future. So, challenge yourself to be creative and ambitious and see the difference you can make in our great city.
If this sounds like you then apply today, we’d love to hear from you!
We own and manage over 12,000 homes in central, south and east Manchester. We have one purpose: to provide good quality homes, great services, and real opportunities for our customers and communities. Our role as a trusted Registered Provider of Social Housing goes well beyond putting people in safe and secure homes. That’s not to say it’s not one our key priorities, it’s simply one of the many things we do to help our customers live happy and fulfilled lives. We put people at the heart of everything we do. We’re constantly evolving as a business to ensure we’re supporting our customers and communities. We focus on improving our communities by offering a range of services, including employment opportunities, building new developments, and ensuring our customers have safe homes to live in.
In accordance with the aims of our Equality and Diversity strategy and organisational commitment to address the employment of underrepresented groups, One Manchester is operating 'the Rooney Rule'. This means that we aim to interview at least one ethnically diverse candidate for all roles. We will also interview at least one female candidate for all our roles within our trades and facilities teams where we experience an under representation.
One Manchester strives for equality, diversity and inclusion in all that we do. We positively encourage applications for employment from eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
We are transitioning to a culture where agile working will be a feature of many of our roles. We also try to support and promote a culture of flexible working where possible and practical. If you are interested in a role but require flexibility or part time hours please give us a call and we can let you know if this can be considered for a particular role