The mhs homes group manages over 10,000 homes in the Medway, Maidstone, Gravesham, Dartford, Tonbridge and Malling, and Swale areas of Kent. This makes us the largest independent social landlord in the UK. The group includes Heart of Medway Housing Association which manages over 1,000 homes and is regulated by the Regulator of Social Housing, it’s key in providing supported living for young people through our Foyers.
As a Customer Experience Manager, you will play a pivotal role in understanding and improving our customers’ experiences. You will ensure compliance with key regulatory and legislative requirements, including the collection of Tenant Satisfaction Measures and adherence to the Housing Ombudsman Complaint Handling Code. You will also manage our customer engagement framework, ensuring it is cohesive, meaningful, inclusive, and representative.
You’ll have:
* Proven experience in a customer service or customer experience management role with a track record of improving customer satisfaction
* Significant experience of complaint handling and/or dispute resolution and delivering related targets
* Experience of engaging with internal and external stakeholders such as MPs, Councillors and the Housing Ombudsman
* A strong understanding of relevant legislation, housing regulations, policies, and practices
* A good understanding of customer experience principles, methodologies, and best practices, with knowledge of resident involvement strategies
* A clear focus on understanding and meeting customer needs, with a commitment to delivering exceptional customer experiences.
Click “View Job Details” to find out more and to apply for this role.
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