Customer Experience Manager (Property Services and Compliance)

Customer Experience Manager (Property Services and Compliance)Up to 53,000 plus 2000 Car AllowanceBedford, HybridPermanent, Full Time Are you passionate about improving customer experiences and driving meaningful and lasting change? Reporting to the Head of In-House Maintenance Service, you''ll lead customer experience improvement within Property Services and Compliance. This is a hands-on role combining complex complaint investigations with the opportunity to shape how we deliver our services. You''ll work with customers, colleagues and bpha''s wider improvement teams to tackle recurring problems, turn learning into action and make sure we deliver on our promises. What you''ll be doingLeading customer experience improvement within Property Services and Compliance, working with service managers and relevant improvement teams to agree priorities, deliver changes and check they make a difference to customers.Leading complex Stage 2 complaint investigations relating to Property Services and Compliance, providing clear responses and fair, timely resolutions, making sure promises to customers are fulfilled and lessons are acted on.Coordinating responses to Housing Ombudsman investigations and determinations, bringing together evidence and working with responsible managers to complete required actions and apply the learning.Developing customer insight and performance reporting, using feedback, satisfaction results and service data to identify root causes and improve services, ..... full job details .....