Social Value & Customer Manager

Overview:

We are currently looking for a Social Value & Customer Manager to join our ever growing team here at Connollys.

In this role, you will have overall responsibility for developing the long-term Social Value strategy for the organisation and to manage and invest in delivering positive Social Value in line with the Connolly Ltd social value model and commitments to our clients and communities where we work with the affinity to make a difference.

Working with the Directors and senior operational team to ensure successful delivery of Social Value on all existing schemes. As a duel role you will also be responsible for the Customer Team with direct reports from the Customer Team Leaders.

The primary mission of this role is to ensure we deliver an exemplary customer experience and high levels of customer satisfaction.

Key Responsibilities: In Social Value

• Responsible for the development of the overall strategy of our Social Value offering.


• Recording the outcomes of the KPI targets and development of the Social Value calendar.


• Responsible for the planning of the day-to-day delivery of social value initiatives for Connolly Ltd


• Driving the Social Value activities across the business, applying the various tools and programmes developed for the business.


• Responsible for providing accurate monthly reports through progress review meetings on social value.


• Responsible for the day-to-day development of social value, including new service development, new innovations, and social value legacy projects.


• Accurate and timely preparation of case studies and accurate content for social media posts.


• Responsible for the mentoring and development of customer team members in line with the social value delivery model.


• Must be able to communicate at all levels always maintaining a professional but approachable manner. Good interpersonal skills


• Willing participant in arranging, organising, and hosting of social value events.


• Implement and deliver first class Health & Safety standards across all work sites thus protecting our colleagues, customers and public.


• Ensure client delight by promoting the highest standards of social value in accordance with Connolly Ltd standards.


• Assist the Pre-Construction Team with social value information as required and ensuring all records are maintained to a high level of accuracy.


• Produce case studies, social media posts and good new stories.

Key Responsibilities: Customer Management.

• Leadership for the day-to-day delivery of customer services for Connolly Ltd


• Responsible to the organisation and the leadership of resident and trainee resident liaison officers


• Responsible for the day-to-day development of the service, including new service development and new innovations.


• Oversee timely preparation of documents i.e. resident information, material choices, customer satisfaction surveys etc.


• Responsible for the appointment of new customer staff


• Responsible for the management of non-performing staff


• Must be able to empathise with tenants and residents’ concerns.


• Willing participant in arranging, organising, and hosting, if necessary, tenant events.


• To ensure timely response to resident and client requests in relation to all works


• Assist the Operations Leader / Site Managers / Site Supervisors in dealing with any tenant related incidents by ensuring all records are maintained to a high level of accuracy.


• Ensure the closer of customer complaints within Connolly process in timely manner.

Experience:

Demonstrate previous experience in developing social value strategies and deliverables.

Proven track record of delivering social value and associated campaigns.

Ability to create and promote excellent team building.

An excellent understanding of Social Value calculations and its affects.

Evidence of effective communication skills including excellent IT systems experience.

Ability to take the lead when working with client teams.

Demonstrate excellent customer management skills with high satisfaction rates.

Ability to problem solve and create solutions.

Demonstrate strategies to improve the overall customer care service.

Skills:

Proven leadership skills

Drive and Passion for social value.

Ability to work on own initiative.

Excellent communication skills

Excellent negotiation skills

Ability to complete documentation to a high level of accuracy.

Ability and willingness to meet and mix with a diversity of people from differing backgrounds and cultures.

Capable of organising and managing own workload with minimum management input but maintaining a one team culture.

A desire to make a positive change to everyone’s lives and their working environment.

Strong people person and influencing skills.

Flexibility and receptiveness to change.

Effective decision maker

Excellent planning skills

Be able to drive

Package

In return for your skills, you will be offered a competitive salary (negotiable depending on experience) car allowance, fuel card, company phone, laptop and other benefits.

Connolly’s is an equal opportunity employer.  We value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.