People & Places Lead
Sutton
Contract
£40.92 per hour PAYE or £52.08 per hour limited paid via Umbrella company inside IR35
Our client is looking for an experienced People and Places Lead.
Directly manage the Call Handling Team taking calls from residents for all services including housing management, repairs, allocations
Customer Experience (Contact Hub) Services: Drive and nurture the organisations’ customer experience culture change, from quality of customer care, reputation management to service features and reliability. With strong empathy for customers
● Allocation Services: Oversee and monitor that properties are allocated and let efficiently, to the organisations voids and lettings standard
● Customer Resolution (Complaints): Lead the Customer Resolutions section in the continuous improvement of complaint and communication responses, recognising the Housing Ombudsman, Consumer Standards and providing assurance to the SHP board and wider stakeholders
● Resident Engagement: To be the strategic owner of engagement with residents throughout the complaints process, and post complaints process,the customer experience service and to support the Resident Voice within the service delivery and maximising satisfaction
● Equality, Diversity and Inclusion: Owner for the Customer
Experience service working with EMT and SLT in delivering
strategic and operational outcomes for residents
● Be the Customer champion and ad...