Customer Experience Team Leader

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Are you passionate about making sure customers get excellent services? Do you like to understand why things go wrong and support teams to get it right next time? Do you have excellent managerial skills to drive your team? Then we have a fantastic opportunity for you, as a Customer Experience Team Leader in our Quality and Customer experience department at our Bath Row, Birmingham Office.

This role will be to provide effective management of the Customer Experience team.  To oversee the implementation of the Complaint’s Policy and to recommend service improvement initiatives based on root cause analysis. You will get to work with customers and staff across all areas of the organisation and be key driving down complaints and waste contact. You must be able to extract and analyse data.

We are looking for people who:

• Degree level educated or equivalent technical level of expertise gained from related work activities.
• Proven management experience with a focus on performance achievements and compliance with Policy and Procedure.
• Substantial experience resolving customer complaints, being able to address the needs of external and internal customers with consistency and appropriate sensitivity.
• Experience of managing budgets.
• The ability to actively seek out the customer’s requirements, then develop and shape services that best serve them.
• Thorough knowledge of Regulatory Responsibilities of social housing providers.
• A sound understanding of MS Office including ability in MS Word, Outlook, Excel and Powerpoint.

If you are supportive, dedicated, customer focused and want to make a difference in your local community, then we would love to hear from you. 

In return we offer:

• A competitive salary which is regularly reviewed and benchmarked with the market
• 25 days holidays plus bank holidays rising to 30 days after qualifying period
• Company pension
• Childcare vouchers
• Shopping & leisure discounts
• Cycle to work scheme
• Regular tailored training & personal development plans

If you are a disabled candidate and require a hard copy pack or a different format, for example large print, please contact the HR department on 0845 850 1020 ext 6463.

Please do read the role profile before you begin your application. CVs will not be considered, so please complete the application form in full.

Midland Heart aspires to be a digital organisation that minimises its impact on the environment. Wherever possible, we will conduct transactions digitally rather than by paper and ask that current and future employees share this commitment. Where required, we will support colleagues to be digitally enabled.