Our residential customers are at the heartbeat of our thriving asset management works here at Templer HomeBuild. To fulfil our commitment to continuously improve our service delivery to them we have created an exciting new role dedicated to assessing, implementing and strengthening our communications, complaints processes and overall contract service delivery by introducing a Customer Experience and Resolutions Team Leader.
Do you care about getting things right and driving change? Do you want to make a meaningful impact on a business’s performance as well impact the local community? If so, we seek a solution focused, empathetic but pragmatic individual who cares deeply about providing an effective, smooth, and impactful customer experience journey to our residential customers. Through effective engagement and collaboration with our Operational teams you will contribute significantly to improving our service delivery, creating one that is fit for purpose, and truly reflects our organisations aims.
The Customer Experience and Resolutions Team Leader
Your main aim will be to significantly decrease repairs-related complaints, continually look to implement tangible solutions to enhance our customer experience journey and to drive consistency and overall service delivery performance.
How?
Your first task will require collaboration and investigation with key members within Templer HomeBuild and Teign Housing. You will be talking to internal and external Stakeholders; for example, our Contract Managers, the Customer Experience Manager and key members at Teign Housing to really immerse yourself in how we operate, the repairs, compliance and planned work services and complaints handling. From this you will collate, analyse and build a robust complaint handling framework, focused on customer excellence and resolution, all in accordance with Housing Ombudsman complaints code.
Further responsibilities will include:
- Reviewing, developing, and implementing a plan to advance the way in which our operational teams can engage with our customers in the best way possible. This could involve designing targeted toolbox talks, supporting training delivery around customer service, processes or complaints handling and much more
- Managing complaints from inception to conclusion providing root cause analysis to the relevant department/teams and using this to reflect, learn and devise a clear plan to avoid future reoccurrence.
- Providing feedback and development to the relevant teams to ensure effective communication and the delivery of our services to mitigate complaints and improve our performance.
What will you bring as a Customer Experience and Resolutions Team Leader?
- Demonstrated complaints handling experience at a Managerial level. Having obtained this from an FM, Maintenance and/ or regulated service focused industry is important.
- Proven experience of trend analysis and using this data to implement change – this could be a new ‘way of working,’ a new system role out or new process implementation. Perhaps you have worked as a Business Analyst or Project Manager as part of your role previously? These skills will be important to the success of the Customer Experience & Resolutions Team Leader.
- Previous managerial experience – although you will mange a very small team of 1-2 persons you will be responsible for their performance, providing them support, mentorship and will act as a senior point of escalation where appropriate.
- Anayltial, logical, organised, solution-focused and customer centric – you will describe yourself as possessing all these traits.
- Excellent IT skills with strong written and verbal communication skills
- Impeccable communication skills. A genuine ‘people person’ who can collaborate with people at all organisation levels, internally and externally, whilst being able to listen effectively and deliver messages appropriately to their audience.