Customer Relations Manager

Homes England ,
Bristol, Bristol
More Details
Salary: £30,755 - £59,459

Overview

This is an overview of the role: The Customer Relations Manager reports to the Senior Manager Customer Relations or the Help to Buy Programme and has line management responsibility for one officer. The Manager is responsible for the management and operation systems and procedures to respond to equity loan customer enquiries (new purchasers and existing borrowers). They will deputise at a customer relations forum which will be one of the principal sources of customer data for the Help to Buy programme. The systems and procedures cover both Homes England and its third-party contractor administrators and Agents and the Senior Manager will have the lead responsibility to ensure these are consistently adopted across all parties. The Manager will also be responsible for complaint management, evaluation, recording and responses and the summary reporting of trends/feedback in customer sentiment about the Help to Buy product. This includes responsibility for ensuring that consistent, reliable root cause analysis is undertaken. The role requires the ability to manage high volumes of customer enquiries and complaints which are often of critical personal significance to Help to Buy purchasers and borrowers, and at same time analyse and use customer compliant data to feed into the improvement of the overall service delivery. This role is fundamental to the promotion of clear, consistent customer understanding of the Help to Buy product which means that Homes England can maximise the success of this product. There may be requirements for travel and mobile working across sites. The successful person will be responsible for: • The Manager is responsible for supporting the entire end-to-end management and operation of the Help to Buy enquiry and complaint case management system. Ensuring timely and accurate responses consistent with all Help to Buy policies. • Logging considering and co-ordinating and writing responses made pursuant to the official Help to Buy complaints procedure. • Lead the process of at least quarterly root cause analysis using complaint data from all sources and continuously refine the processes of analysis to ensure customer data can drive improvement. • Supporting the Senior Manager on customer sentiment/opinions about the Help to Buy product with a focus on ensuring issues that may impact Help to Buy customer service systems, controls, procedures and Help to Buy contractors are identified and brought to the attention of the Help to Buy leadership team. This will include production of strategic advisory papers and reports e.g. for the Help to Buy Executive group meeting. • Deputise at the Help to Buy Relationship Management and Customer Forums or applicable forums which are the principal mechanisms to manage the key Help to Buy stakeholders and influencers: house builders, mortgage lenders, new buyers and borrowers. In order to complete the responsibilities for this role, the successful candidate will have: • Exceptional organisational skills, with the ability to prioritise and communicate a range of projects and tasks. • IT literate with strong competence in Microsoft suite (Word, PowerPoint, and Excel), plus experience of Trello, Slack, SharePoint and online collaboration tools. • Friendly self-starter with a ‘can-do’ attitude and the ability to work flexibly as part of a dynamic and fast-paced team. Strong communication skills, both written and verbal with the ability to communicate clearly at all levels in English. Superior typing and note taking skills with an eye for detail. • Educated to at least degree level or have similar equivalent customer service experience. Qualification in communications or engagement would be preferable however not essential. Managing time effectively so that deadlines get met, working well under pressure and possess the ability to multitask. Understands the relevance of customer centred design. • Collaborative Values – You will be highly collaborative and flexible with a commitment to excellent project delivery and success of the team and programme overall. • Creative Values – The post holder will need to work collaboratively with stakeholders both internal and external, to understand the Help to Buy service and the inter-dependencies across the whole team. Homes England We are the Government’s national housing agency. Our role is to accelerate the pace of house-building across the country, particularly in areas where there are the most serious affordability issues – meaning people are struggling to find homes. We have the appetite, influence, expertise and resources to drive positive market change and meet the Government’s ambition to deliver 300,000 new homes a year. We are using our land, influence, funds and knowledge to increase the pace, scale and quality of new homes accelerating delivery in areas of greatest demand and helping create great places to live. Within the next few years, we will have invested over £27 billion across our programmes. To deliver against these aims we’re building a different kind of public service - join us to help make this happen. Homes England Telephone number: 0300 1234 500

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