Customer Experience and Quality Lead

Customer Experience and Quality Lead Location: Chester, UK Salary: up to £36,000 We re a housing provider in Macclesfield with over 5,000 properties across East Cheshire and the surrounding areas. We re ambitious, with plans to build more homes, regenerate local areas and continue investing in our properties. We provide housing to those in housing need and aim to be a great landlord for our customers. An exciting opportunity has arisen for a Customer Experience and Quality Lead to join our team and support a consistent, high-quality and efficient customer journey across Customer Experience and Planning. The post holder will provide quality assurance, development support, guidance and practical support across telephone and digital contact channels and planning and scheduling activity. They will help ensure that systems, processes and resources are used effectively to maximise operational capacity, productivity, value for money and customer outcomes The role will design and deliver induction, refresher and development learning, working with colleagues across the Trust to ensure Customer Advisors and Planning colleagues have the knowledge, skills and confidence to deliver excellent service. Through quality assurance, customer insight, clear guidance and continuous improvement, the post holder will help maintain consistent standards, effective use of resources and positive customer outcomes. We re looking for someone who has previously worked in a multi channel customer ..... full job details .....