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 advocate for SHP, have excellent communication and leadership skills and a record of elevating customer satisfaction, and ensuring customer needs and expectations are represented across SHP ● Overseeing the data sources that capture the customer satisfaction, have a strong analytical mindset ● Support and lead the customer access to services through digital, self service tools, and to lead on the ongoing improvements to processes and technology required. ● Deliver first class services consistently well and in a convenient local setting ● Listen to residents and work collaboratively to reshape services that will deliver key resident priorities. ● Secure resident engagement opportunities that will create pathways to enable residents to be successful ● Inspire managers to innovate, empower and equip their staff. ● Provide the organisation with continuous learning from complaints, the customer experience and the wider social housing sector ● Leading on maintaining the Customer Excellence accreditation ● Responsibility for meeting the SHP Customer Experience Service Standards, the Tenant Satisfaction Measures and the Complaints Resolution Policy and Process ● Provide continuous learning and development for the teams ● Deliver against Consumer standards for Residents, promoting trust and confidence and ensuring that both SHP and residents keep their sides of the bargain. ● Network with similar organisations and more widely to enable benchmarking and continuous development of the service ● Build strategic partnerships and collaborates with colleagues, involved residents, the council and strategic partners PLEASE ONLY apply if you have the necessary skills, experience and expertise. The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer