Customer Experience Manager

Our iwhub (centralised helpdesk) is at the heartbeat of our thriving 'Responsive Maintenance'arm at Ian Williams. Over the last few years our Property Service Business has grown significantly across our UK wide footprint, offering our people potential and exciting new opportunities.Specifically, within our iwhub helpdesk a new Customer Experience Manger position has been created. Bolstered and supported wholeheartedly by the Business Solutions Manager and Senior Leadership team, this role will have an integral responsibility to create and implement a robust and first-class customer experience journey and complaints handling process.Do you care about getting things right? Do you want to make an impact on a business? We seek a solution focused, empathetic and pragmatic individual who cares deeply about creating and providing an effective, smooth, and impactful customer service journey to our housing customers.This is an exciting time to be joining our new era of customer excellence and Tech for good approach.Be part of our annual companyprofit share (12% of base salary achieved last year)Let us help you prepare for your future with an employerpension contributionof up to 7%.31 dayspaid holiday(including bank holidays), but you may want longer or less, so buy up to 5 days or sell up to 3days per year.Ongoingtraining and developmentopportunities within the iwhubLife, Medical and Permanent Health InsuranceWellbeing at work. Access to anemployee assistance programmeto support your health and wellbeing, as well as free legal and financial advice.We offer our iwhub employees a modern, spacious, and open plan office with easy public transport access (train & buses) and onsite parking for drivers. The office also offers a fully equipped kitchen with facilities, comfortable and private break out areas, as well as a designated prayer room for worship.The Customer Experience ManagerYour first task will require collaboration with the business. You will be talking to our Stakeholders, our Managers our Customer Liaison Officers and our Clients and Customers, to really immerse yourself in how we deliver our repairs service currently. From this you will collate and build a robust complaint handling framework, focused on customer excellence and resolution, all in accordance with Government Legislation.Further responsibilities will involve:Continual improvement to our Customer Service engagement through strategic design and implementation of a robust framework and processesReviewing, developing, and implementing a plan to advance the way in which our operational teams can engage with our customers effectively.Managing complaints from inception to conclusion providing root cause analysis to the relevant department creating a clear plan to avoid reoccurrence.Providing feedback and development to customer service teams to ensure effective services to mitigate complaints.What will you bring as a Customer Experience Manager?Demonstrated complaints handling experience at a Senior or Managerial level. Having obtained this from an FM, Maintenance and regulated service focused industry is important.Proven experience of implementing a new ‘way of working,’ this could involve a new system role out, new process implementation OR both. Perhaps you have worked as a Business Analyst or Project Manager as part of your role previously? These skills will be vital to the success of the Customer Experience ManagerSystematic, logical, organised, solution-focused and customer centric – you will describe yourself as possessing all these traits.Excellent IT skills with a flare for technology. This will be an integral part of implementing a new complaint handling system.Impeccable communication skills. A genuine ‘people person’ who can listen effectively and deliver messages appropriately to their audience.Additional Benefits include:Annual pay reviewsEnhanced maternity/ paternity pay.Trade discounts from our preferred suppliers for you and your friends and familyFor information on all other additional benefits, please visit our website.About Ian Williams Ltd.Discover more, not just from our website but through our Facebook, LinkedIn, Indeed and Glassdoor pages.We reserve the right to shortlist prior to the closing date based on application volumes.Ian Williams is committed to creating a diverse environment and is proud to be an equal opportunity employer.Diversity is more than a commitment at Ian Williams—it is the foundation of what we do. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, and all other characteristics that make us different.Ian Williams Ltd will use applicants' details for recruitment purposes only. For more information, please read our Candidate Privacy Notice located atour website.
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