Customer Experience Partner

What you’ll do…

Leading a small team, you’ll focus on the experience customers have of receiving services. You will gather insight and intelligence on the quality and standards of the services we deliver and how they are received. Through this process, you will be expected to identify areas for improvement and work with service leaders to implement positive change. You will ensure we can clearly link these improvements to customer insight and engagement and be able to demonstrate how we deliver against our Tenant Engagement Strategy.

What you will be responsible for?

• Continually reviewing and implementing effective methods of gathering customer insight, ensuring every customer contact counts.
• Improving and using the data we hold about our customers to guide our understanding of our service and how it can be delivered effectively.
• Devising and maintaining an effective approach to collecting and analysing customer satisfaction on a transactional and perceptual basis across all areas of service delivery.
• Work with service leads and tenants to devise ‘customer-led’ performance indicators across key service areas.
• Interpreting our complaint data on a thematic basis and consider and recommend areas for effective learning.
• Engaging directly with complainants to learn where we can improve.
• Seek out best practice within and beyond the housing sector to ensure we develop our understanding of customer intelligence and insight.
• Develop and maintain our approach to utilising direct engagement through our tenant groups and community-based pop-up programme.
• Deliver against the aims and objectives of our Tenant Engagement and Customer Experience strategies.
Demonstrate we comply with our regulatory requirements relating to tenant engagement.
• Evidencing that the tenant voice is clear in our strategic and operational decision-making processes.
• Report to the Executive and Board on matters relating to tenant engagement and customer insight, and act as an expert advisor in this area.
• Work closely with service leads and heads of service to identify opportunities for collecting insight into the customer experience and delivering service improvements.
• Collaborate with other housing associations and national bodies at a strategic level.
• Harness digital options and technology in the pursuit of the role’s aims.

Hours: 35 hours a week between Monday - Friday

To apply for this post please send your CV to careers@taffhousing.co.uk stating the job reference number. Please also ensure you complete the Equal Opportunities Form contained in the job pack.

Closing date: Friday 20th September 2024 at 9am
Interview date: Friday 27th September 2024