People and Places Lead needed in Sutton Paying £40.92 per hr Ref OR5693
Full time hours on a temporary basis
Key Responsibilities:
- Call Handling Team Management: Directly manage the Call Handling Team, ensuring efficient handling of calls from residents for all services including housing management, repairs, and allocations.
- Customer Experience (Contact Hub) Services: Drive and nurture the organisation’s customer experience culture change, focusing on quality of customer care, reputation management, service features, and reliability. Demonstrate strong empathy for customers.
- Allocation Services: Oversee and monitor property allocations, ensuring they meet the organisation’s voids and lettings standards.
- Customer Resolution (Complaints): Lead the Customer Resolutions section, continuously improving complaint and communication responses in line with Housing Ombudsman and Consumer Standards. Provide assurance to the SHP board and wider stakeholders.
- Resident Engagement: Strategically own resident engagement throughout the complaints process and post-complaints process. Support the Resident Voice within service delivery to maximise satisfaction.
- Equality, Diversity, and Inclusion: Champion the Customer Experience service, working with EMT and SLT to deliver strategic and operational outcomes for residents.
- Customer Advocacy: Be the customer champion and advocate for SHP, demonstrating excellent communication and leadership skills. Elevate customer satisfaction and ensure customer needs and expectations are represented across SHP.
- Data Analysis: Oversee data sources capturing customer satisfaction, applying a strong analytical mindset.
- Digital Services: Support and lead customer access to services through digital, self-service tools. Lead ongoing improvements to processes and technology.
- Service Delivery: Consistently deliver first-class services in a convenient local setting.
- Collaborative Service Reshaping: Listen to residents and work collaboratively to reshape services that deliver key resident priorities.
- Resident Engagement Opportunities: Secure engagement opportunities that create pathways for resident success.
- Manager Inspiration: Inspire managers to innovate, empower, and equip their staff.
- Continuous Learning: Provide the organisation with continuous learning from complaints, customer experience, and the wider social housing sector.
- Customer Excellence Accreditation: Lead efforts to maintain the Customer Excellence accreditation.
- Service Standards: Ensure compliance with SHP Customer Experience Service Standards, Tenant Satisfaction Measures, and Complaints Resolution Policy and Process.
- Team Development: Provide continuous learning and development for teams.
- Consumer Standards: Deliver against Consumer standards for residents, promoting trust and confidence.
- Networking and Benchmarking: Network with similar organisations to enable benchmarking and continuous service development.
- Strategic Partnerships: Build strategic partnerships and collaborate with colleagues, involved residents, and strategic partners.
Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.
All our roles may be subject to pre-employment checks including references so please be prepared
