Job Description
Customer Experience Manager – Permanent
We are looking to appoint an enthusiastic individual to undertake the post of Customer Experience Manager within our Customer ExperienceTeam, with the skills and experience to deliver for our customers.
Come and join our team
54North Homes owns and manages over 3,000 homes throughout Yorkshire. The housing association was formed in December 2022, through a merger between Leeds & Yorkshire Housing Association and York Housing Association and is a subsidiary of the Karbon Homes Group. Our joining of forces with Karbon Homes affords us the opportunity for further development., ensuring we continue to make a positive contribution to the communities in which we work.
At 54North, we believe in providing high quality, affordable homes that are safe, warm and secure and in supporting our customers to live well in their communities. We put customers at the heart of everything that we do and strive to provide an excellent level of service. This extends beyond the bricks and mortar of our homes to empowering our customers and working in partnership to offer a range of other services, from training to financial support.
In addition to investing in our existing properties, we have an ambitious development programme and will provide 250 new sustainable homes throughout Yorkshire in the next three years to help address the shortage of good-quality affordable housing in the region.
Key Information
It’s important to us that you feel fairly rewarded for the work you do. We offer a competitive and comprehensive benefits package that supports the wellbeing of our people.
· Customer Experience Manager - permanent role
· Salary is £40,978 per annum
· Location: We have Hubs in Leeds (LS6 2TN) and York (YO32 9LG) where you will be required to attend, along with 75% home working
· Regular travel will be required
· 37 Hours per week with some homeworking available/flexible working
· Generous benefits package including 26 days annual leave on commencement rising to 31 days after 3 years’ service, occupational pension, health cash plan, and birthday leave, with the option of a flexible pot towards enhanced benefits.
The Role of Customer Experience Manager
This is an exciting newly created role and a chance for the successful candidate to play a pivotal role in shaping future service delivery. You will have responsibility for customer experience and involvement across the organisation working closely with customers to design services that best their needs. You will lead and influence the whole organisation in delivering our ambition to deliver an excellent customer experience.
We are looking for someone with strong leadership and motivational skills and experience of best practice, including a knowledge of customer journey mapping, customer segmentation and high levels of customer involvement in shaping service deliver.
If this sounds like the role for you then please apply through the Karbon Homes website – https://www.karbonhomes.co.uk/careers/
Important dates
Closing date for applications
25 June 2023
We reserve the right to close this advertisement early if we receive a high volume of suitable applications. Therefore, please apply early to ensure you are considered for the post.
Interview date
TBC
For further details please refer to the Role Description at the foot of this advert.
To give yourself the best chance of being shortlisted, you need to provide full details and examples in the Supporting Statement based on the criteria in the person specification.
For further information about the role please contact Rachael Swales.
We are committed to equality and diversity and are an inclusive employer. We welcome applications from people of all ages, disability/non-disability, ethnicities, genders, religions, sexualities, transgender status, and cultural backgrounds. Any candidate with a disability who meets the essential criteria for the post will be guaranteed an interview.
Neurodiversity Support Recruitment
We believe that everyone has unique strengths and skills to contribute to our workplace. We strive to create an environment that is inclusive and accessible for all. As neurodiversity is broad and unique to candidates, we are rethinking the selection process and removing barriers to allow candidates to fully showcase their true abilities and potential.
Reasonable adjustments we can consider:
· Questions in advance of the interview
· specific and concrete questions rather than hypothetical questions
· Adjustments to the physical working environment e.g., tests and interviews to take place in a venue with low sensory stimulus
· Accepting video/recorded CVs where requested
· Recording videos that describe the role and responsibilities - use of visual aids/process maps for hierarchies and processes.
· Extra time for tests/assessments
· Mentors and/or buddies during induction
Further advice
If you need further advice or assistance to apply for the role, please contact Human Resources by email at: recruitment@karbonhomes.co.uk
Job Types: Full-time, Permanent
Salary: £40,978.00 per year
Benefits:
Schedule:
Work Location: Hybrid remote in York
Application deadline: 25/06/2023
Reference ID: RQ00001115
About Karbon Homes
CEO: Paul Fiddaman
Revenue: Unknown / Non-Applicable
Size: 501 to 1000 Employees
Type: Non-profit Organisation
Website: www.karbonhomes.co.uk
Year Founded: 2017
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