Head of Customer Experience - Ambient Support : Job Details

Head of Customer Experience

Service Name: Amber Housing

Salary: £46,260 PA

Location: Working from Home but would expect to be on our customer sites at least 2 days per week

Hours: 38 Hours PW

About Amber Housing:

Amber Housing are a wholly owned not-for-profit subsidiary of Ambient Support. We have been providing quality housing management, property development and other housing related services for over a decade.

We are proud of the solid base of professionalism and expertise that we bring to the services that we offer and have won awards that demonstrate our ability to deliver the highest quality of service to the organisations we work with and people we support.

The role of our Head of Customer Service Experience:

• Oversee delivery of Amber Housing’s services to our customers managing the day-to-day delivery of housing services and repairs.
• Lead responsibility for the operation and delivery of Amber Housing’s call centre service delivered through an external organisation.
• Management of contractor agreements and qualifications/quality assurance documentation.
• Financial management of repairs and maintenance budgets including the review, authorisation, and processing of contractor invoices.
• Monitoring housing and repairs performance including recording, analysis, and quarterly reporting of contractor performance indicators.

Overall responsibility for five employees:

- Housing & Agency Contracts Manager

- Housing Officer

- Repairs and Business Services Co-ordinator

- Invoice Administrator

Skills and attributes of our Head of Customer Service Experience:

- Educated to Degree level or equivalent in relevant role.

- 2 years’ experience in a maintenance, supervisory or management role in housing and/or repairs

- Building relationships externally and with internal customers

- Complaints handling

- Preparation of performance reports and statistics

- Management of external contractors and contracts

- Excellent verbal and written communication skills

- Excellent IT skills particularly, Excel, Word, and competent user of Outlook

- Financial management

- Negotiating skills

- Assertiveness but calm demeaner

- Tenacity and attention to detail

- Sound judgement and analysis

- Customer Service

- Team Working

- Self-motivated & good time & management

- Planning & forecasting

- Flexibility in working arrangements (willing to work outside normal working hours)

- Participation as required in telephone On-Call arrangements.

- Ability to drive, willingness to travel and have access to a vehicle.

Our Head of Customer Experience benefits will include:

- 29 days plus 8 statutory per annum

- Flexible working, enabling life-work balance.

- Range of qualifications including, care certificate, apprenticeship schemes in the health and social care sector and management development programme.

- 'Refer a Friend’ bonus scheme.

- Membership of Health Service Discounts scheme.

- Free access to comprehensive Employee Assistance Programme.

Do you want to take your first steps towards a new rewarding career? If the answer is yes, then we’d love to hear from you.

We positively welcome diversity of background, ethnicity, skills, talents, and contributions from everyone.

We are committed to Safeguarding. An Enhanced DBS clearance is required for this post. References will be obtained for all roles.