Customer Solutions Manager - Wolverhampton, West Midlands County

35000.00 - 45000.00 GBP Annual
18 Dec 2020
15 Jan 2021
Contract Type
Full Time
If you are a leader who is passionate about providing excellent customer service, you enjoy building relationships and delivering successful outcomes - you belong at Bromford.

As the customer solutions leader, you will be serious about making a positive difference in people's lives. You will be passionate about people and delivering a great customer experience. We strive for excellent service, but from time-to-time things don't go to plan. Your role will be to champion the customer perspective and support all service areas to learn from the customer's experience, bringing to life the customer journey to help shape our services going-forward.

You will be somebody who can leave no stone unturned, getting under the skin of problems, investigating and problem-solving complaints from impartial and unbiased points of view. You will offer support and coach colleagues to identify and handle complex queries, challenge others to ensure the right outcome for the customer, resolve common issues affecting service delivery, and overcome obstacles to achieve positive results.

You will be responsible for our legal and regulatory adherence to the handling and governance of complaint handling, specifically the Housing Ombudsman's Complaint Code and the Regulatory Consumer Standard. You must be comfortable influencing senior leaders to find solutions, always learning from insight, feedback and complaints to lead the way with business improvements. You will manage, lead and coach a team, escalate complaints accordingly to ensure any barriers for resolution are removed, with the support of senior leaders. Produce monthly and quarterly reporting; including reports for Execs and Board, and deliver measurable improvements to reduce the volume of failure demand and noise-related contacts.

Your base will be in our Wolverhampton offices (WV10) working 37.5 hours, Monday to Friday, with regular travel across our geography, occasionally visiting customers' homes.

What do you need?

Degree level education (desirable), or extensive experience in a similar role within a regulated environment
Minimum 3 years' experience of leading a customer service delivery team
Experience of working with Housing Ombudsman and full understanding of Housing Regulation relating to complaints
Experience of delivering services in line with the Localism Act, Designated Authorities and bring an understanding of right-to-repair commitment and claims
Proven track record of improvements resulting from complaints
Housing, repairs and shared ownership, complaints-handling experience
Influencing and negotiating skills with the ability to defuse difficult situations
A can-do attitude and a real desire to help our customers, taking a balanced view of each situation
Experience of using a coaching approach to get the best out of people
Strong IT skills
A meticulous eye for detail, strong numerical and data analysis skills
Resilience. Things rarely stand still at Bromford so you need to be someone who embraces change and can bounce back after dealing with challenging conversations
Ability to work in a fast-paced, ever-changing environment - flexibility is essential
A full, clean driving licence
Commitment to our DNA and be a great ambassador for Bromford.
If you have previous experience as a customer solutions leader, customer solutions manager, complaints manager, complaints leader, customer service manager, or something else similar, it would be great to hear from you.

A place to be you!

Being able to express yourself at work helps you connect with people and gives you the freedom to perform better at your job. We believe diversity helps drive success, so we want to build a culture where all our differences are celebrated. Everybody should feel that they belong and are able to bring their true, authentic selves to work. We want an organisation that reflects the communities and the people that we serve and if we can achieve this, we know that we will create an environment where everyone is included and can thrive.

Closing date for applications is 3rd January with interviews scheduled to take place on 8th January & 15th January

If this sounds like you, you'll feel right at home here. At Bromford we give both customers and colleagues the opportunity to realise their potential. In our team you'll do incredible work and be rewarded for doing so. Not just in the smiling faces of the thriving communities that you help build, but in the trust, support, training, success and friendship you'll find in our team.

If you can be bold, be honest, be you and be brilliant??? you belong at Bromford. Apply now.

In addition to a competitive salary, we will offer you a fantastic benefits package. This includes; 27 days holiday (plus statutory bank holidays); a choice of defined benefit and defined contribution pension schemes; trust-based flexible working, and a GBP500 personal allowance to spend on your choice of things like private medical cover, dental treatment and gym membership. to see the full list.

Bromford Housing Group is committed to recruiting with care and safeguarding employees and customers, as a result we will carry out pre-employment checks. The nature of these checks will vary according to the role applied for, and may include details of current/previous employment, unspent criminal convictions, education and proof of relevant qualifications. We will also be asking for references for everyone who is offered employment with us which must cover the last two years. In addition to this, all employees will be asked for evidence of their right to live and work in the UK - further information is available on the .

We do not require recruitment agency support at this time - all speculative CV's will be treated as a direct application

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