Quality & Customer Experience Manager


Birmingham, Bath Row, B15 1LZ


£47,000 per annum


35 hours per week

Contract Type:

Full Time, Permanent

Closing date:


This vacancy has now expired, and is not accepting any new applications.

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The Role

Join us now as a Quality & Customer Experience Manager, working proactively with our customer facing teams to ensure we deliver a consistently brilliant service that our customers deserve.

Reporting to the Head of Quality & Customer Experience, you’ll oversea an effective best practice framework, through which improvement objectives can be delivered. You’ll lead your team to investigate complex customer complaints in a challenging and time bound environment, in line with the Housing Ombudsman’s Complaint Handling Code. Working collaboratively with frontline teams, you’ll adopt a solution focused approach to discovering underlying issues through root cause analysis, driving early dispute resolution and embedding a culture of brilliant customer service to ensure solutions are found and put in place to prevent future complaints.

You’ll also assist in the development of continuous improvement within customer service and use customer feedback to increase reliability and consistency in the delivery of service standard across the organisation, as well as escalated complaint handling.

Our ideal candidate? You’ll be a customer-focused complaints professional with the following skills, knowledge and experience:

  • You’ll have extensive experience of delivering service improvements in a heavily regulated, operational environment – experience within Housing Associations and/or Local Authorities, accompanied by knowledge of the Social Housing White paper and/or practical Housing Management experience would be beneficial.
  • You’ll have experience of leading, managing and developing a team.
  • You’ll be competent at analysing and interpreting complex information, and be able to provide remedies and solutions that maintains customer service at the forefront of all decision making.
  • It goes without saying, you’ll have strong communications skills, both written and verbal, with demonstrable experience of influencing, negotiating and engaging with cross functional customer facing teams. The ability to be highly organised and to balance competing priorities is a must!

We’re a Smart Working organisation where you can expect to be present in the office for 3 days a week – in a role where you’ll be leading a growing team and working closely with stakeholders across the business, this is important to us. We're also flexible to ensure you can meet and enjoy life’s challenges and opportunities throughout the year.

Who are Midland Heart? We’re a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we’re here to develop your potential.

Interested? Click on "Candidate Information" below for a full Role Profile. To apply submit a CV and a Cover Letter explaining why you've got the right skills for this role.

Applications close at midnight on Sunday 25th February 2024, suitable candidates will be invited to take part in an assessment/interview expected to take place week commencing 04th March 2024.

We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.