People & Places Lead (BAND7C) - Management

Job Category : Management
Location : Carshalton Road, Sutton, Greater London, SM1 4LE, Sutton Housing Partnership
Hours Per Week : 36
Start Date : Immediate start
Salary: £34.11 per hour

Manage a high quality service to customers and colleagues through delivering:
Customer Experience (Contact Hub) Services: Drive, own and nurture the organisations’ customer experience culture change, from quality of customer care, reputation management to service features and reliability. With strong empathy for customers
Allocation Services: Oversee and monitor that properties are allocated and let efficiently, to the organisations voids and lettings standard
Customer Resolution (Complaints): Lead the Customer Resolutions section in the continuous improvement of complaint and communication responses, recognising the Housing Ombudsman, Consumer Standards and providing assurance to the SHP board and wider stakeholders
Resident Engagement: To be the strategic owner of engagement with residents throughout the complaints process, and post complaints process,the customer experience service and to support the Resident Voice within the service delivery and maximising satisfaction
Equality, Diversity and Inclusion: Owner for the Customer Experience service working with EMT and SLT in delivering strategic and operational outcomes for residents
Be the Customer champion and advocate for SHP, have excellent communication and leadership skills and a record of elevating customer satisfaction, and ensuring customer needs and expectations are represented across SHP
Overseeing the data sources that capture the customer satisfaction, have a strong analytical mindset
Support and lead the customer access to services through digital, self service tools, and to lead on the ongoing improvements to processes and technology required.
Working collaboratively across the organisation to ensure a cohesive customer experience and embracing SHP’s HOME values
Line managing, coaching team leads for their development and progression
Provide the organisation with continuous learning from complaints, the customer experience and the wider social housing sector
Leading on maintaining the Customer Excellence accreditation
Responsibility for meeting the SHP Customer Experience Service Standards, the Tenant Satisfaction Measures and the Complaints Resolution Policy and Process
Provide continuous learning and development for the teams
Deliver against Consumer standards for Residents, promoting trust and confidence and ensuring that both SHP and residents keep their sides of the bargain.
Lead a team to deliver outstanding levels of service to both internal and external customers whilst continually developing the service
Achieve value for money with a continuous improvement programme which increases performance whilst delivering efficiency savings
Manage supplier/main contractor contracts to ensure value for money and demonstrate excellent partnering and relationship management skills
Ensure the organisation is compliant with legal obligations
Lead the Customer Experience,Allocations and Customer Resolutions Teams to be efficient and effective, instilling a team spirit and resident focused culture, with an effective communication strategy at its heart
Network with similar organisations and more widely to enable benchmarking and continuous development of the service
Build strategic partnerships and collaborates with colleagues, involved residents, the council and strategic partners