Permanent
Full time (37 hours per week)
Come make a real difference as our Customer Experience Business Partner
Everyone should have a warm, safe, affordable home.
As a Customer Experience Business Partner you’ll play a key role in helping us provide this for our tenants. You’ll be responsible for providing analysis and support to departmental leads based on system data, complaints and TSM feedback whilst driving improvements to systems, procedures and processes ensuring we operate best practice we minimise ongoing impact to our tenants.
What you’ll bring to our team
As the friendly face of Two Rivers Housing, you’ll use your skills and expertise to deliver a great customer experience for our tenants. You will be championing a customer and human centric approach across the organisation looking at the bigger picture on how we can improve and tailor our processes whilst ensuring we learn from our mistakes and become a leading Housing Association in this area.
This is a fantastic opportunity that will allow the successful candidate to become a specialist across a business area whilst supporting the wider impact across the whole business.
Key Responsibilities
Provide data insight and analysis, advice and guidance, including the identification of best practice from complaints, tenant contact and TSM feedback.
Develop and monitor all aspects of online and contact centre system usage to maximise efficiency, consistency and first-time resolution and deliver continuous improvement.
Liaise with service managers to identify and implement areas for improvement using data insight and analysis.
Oversee a positive customer journey and meet key performance outcomes and service standards.
Support consistent IT system use across the organisation to maintain the integrity of vital data used by all service areas.
Manage and maintain of complaints process ensuring we remain compliant with the Housing Ombudsman Code.
Ensure that lessons learnt are fully documented and implemented to reduce ongoing impact.
Skills and Experience
A creative thinker who challenges those around them to think differently and find new solutions and assess the wider impact.
Exceptional customer services skills essential as the role will require liaising with some of our least satisfied tenants and building relationships.
Competent written and verbal communicator that can communicate effectively with all stakeholders using appropriate relevant language and techniques.
Demonstrable experience of complaint management within the Housing industry.
Qualifications
Full UK driving licence and access to a car insured for business use.
Chartered Institute of Housing level 3 desirable.
Must have or be working towards a Business Improvement Qualification.
ILM qualification preferable.
We recognise that no candidate will meet every desired requirement, so if your experience looks a little different but you think you can bring your great skills and can-do attitude to the role, we’d love to hear from you.
Please note: This role is not open to agencies. Please do not call or email. Thank you.
Need some additional support?
We are committed to creating an equal, diverse, and inclusive workplace that creates a great working environment and a great experience for our customers. If you need any additional help or support through the recruitment process, please get in touch with our team.
INDHIGH
Trust isn’t a tagline – it’s everything. It’s how we build relationships, how we make decisions, and how we prove, day in and day out, that we do what we say.
It’s also the thing that underpins our core values and sets out what our customers can expect from us and what we expect from our team and the partners we work with.
We want our tenants to know that we’re here, we care and make them feel at home from the moment they step through the door. It’s not just about having a home – it’s about finding a place to build a life and feel safe while doing so.
And the same can be said for our team. Two Rivers is a place with purpose, where you can be a part of something and make a real difference. We’ll help you develop and grow, in a place where you’ll find like-minded people and you can truly be yourself.
Warm, safe, affordable homes are about more than bricks and mortar. It’s a feeling of community, securing and belonging. So, whether you’re a tenant living in one of our homes or a member of the team – when you join the Two Rivers community, you’ll always feel like You’re Home Now.