Reporting directly to the Head of Estates, the Customer Excellence Manager will lead the delivery of high-quality complaint management services across Housing Services and Asset Management, including Final Stage and Ombudsman complaints.  The role also oversees the Corporate Complaints Management function and contributes to strategic service improvement initiatives.

The essential criteria are detailed in the Candidate Information Pack.

Candidates must meet the following requirements:

·         1. i) Hold a degree level qualification (level 6*) or equivalent AND have a minimum of 2 years relevant** experience

OR

·          ii) Hold a level 5* qualification in Housing AND have a minimum of 3 years relevant** experience

OR

·         iii) Can demonstrate equivalent continuing professional development or experiential learning AND have a minimum of 5 years relevant** experience ​​​​​​​

(Please include dates to demonstrate the number of years’ experience required according to your qualification level)

*Refer to Qualifications Framework for equivalencies

**Relevancy will be determined with due regard to the duties and level of responsibilities set out in the job description for this role

2. Candidates must demonstrate substantial and relevant experience in at least four of the following five areas:

·         Proven success in either:

Managing frontline housing services, including overseeing work processes, systems, or controls

OR

Making a significant contribution to major projects

·         B) Experience in a representational role, engaging effectively with both internal and external stakeholders, with clear evidence of resolving complex issues through consultation and partnership working

·         C) Strong track record in developing, reviewing, and/or implementing strategies, plans, policies, processes, or procedures including the ability to produce high quality reports within agreed timescales

·         D) Ability to take a proactive and creative approach to problem solving, particularly in investigating and resolving issues to address customer complaints or improve performance – supported by effective analysis of facts and data

·         E) Demonstrated ability to lead or contribute to organisational change initiatives, including improving service delivery through innovation, staff engagement, or cross-departmental collaboration

·         3. Possess a current driving licence or have access to a form of transport that enables them to meet the requirements of the post in full

Further information, including detailed job requirements and application form, is available from our website or by:

Telephone: 03448 920900

Email: recruit@nihe.gov.uk