This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Customer Experience Manager
Location:
Spennymoor, County Durham
Salary:
up to £60,023 per annum dependent upon skills and experience, plus bonus, pension, and competitive benefits
Contract Type:
Permanent
Hours:
Full Time (37 Hours per week)
Our Plan A business strategy establishes stretching targets to deliver ambitious change across our services. Our ‘transforming customer experience and digital services’ objectives cut across all other strategic plans to create seamless, responsive, and convenient services that will translate into a brilliant customer experience.
In this newly designed role, you will join an agile and collaborative leadership team to bring about this transformation.
About us
We are an award-winning not for profit housing association that currently owns nearly 8,600 homes across County Durham. We offer more than just a home. We help improve the lives of the people living in our homes and in our places. We work hard to make sure those homes are high quality, sustainable and adaptable, while meeting tenants’ current and future aspirations. We offer support that help people into work and training and increase their financial confidence and stability.
There is no Plan B. There is no Planet B either. Now in the third and final phase of our nine-year Plan A, our strategy for 2022-25 and beyond requires ourselves, our suppliers, partners, and customers to raise our game with a primary focus on supporting sustainable places. To achieve this our new build and acquisition programme, regeneration work and home improvement programme will all be focused on improving lives through sustainable homes and places.
About the role
The leadership of our customer experience is an exciting and influential opportunity that includes the management of our customer insight, engagement and feedback teams.
You will lead the customer insight, engagement and complaints teams to ensure compliance with regulatory requirements for feedback and to amplify the customer voice within decision making. You will also play a lead role in preparing for and maintaining regulatory compliance with the forthcoming Consumer Standards. Excellent relationship management with tenants and other stakeholders is essential to ensure transparent, high trust relationships and to support involved tenants in constructive challenge that positively influences service improvement.
You will also support our digital transformation and IT solutions teams to drive customer processes and optimise digital communications, improving the customer experience and driving business efficiency.
About you
You will have an understanding of the issues facing the social housing sector and the ability to lead customer engagement and complaints, listen to customers and translate the customer voice into excellent multi process customer experiences in a community focussed organisation.
With proven leadership experience and a track record of designing, implementing, and adapting strategies, policies, systems, and processes that have led to measurable improvements in customer satisfaction, you will be passionate about providing outstanding customer service.
The customer services and customer voice/complaints team are highly skilled, talented, and keen to play their part in improving services. You will be adept at harnessing their enthusiasm and potential to maximise their skills capacity and engagement at work.
Quality-focused, resilient, performance-driven and persuasive, as an ambitious professional you will seize this opportunity to further your senior leadership career with like-minded colleagues.
Benefits
To see the fantastic benefits available to our employees, please visit here
For an informal discussion about the role please contact Roz Littledyke, Director of Customer Experience and Insight, via email at roslyn.littledyke@livin.co.uk
The Company
We are an award winning not for profit housing association based in County Durham. We offer more than just a home. We help improve the lives of the people living in our homes and in our communities.
We work hard to make sure those homes are high quality, efficient and adaptable, while meeting your current and future aspirations. We offer support that help people into employment and qualifications and increase their financial confidence and stability.
You Have already applied for this vacancy, please go to your account to see your progress.
Privacy Policy
Livin Housing Privacy Statement
The following explains how we Livin Housing (Controllers) intend to use the information you provide in your application, along with your rights, our reasons for requesting it and who will have access to it.
As defined by the General Data Protection Regulation (GDPR) Livin Housing is the Data Controller and ultimately responsible for ensuring the data you provide is kept secure, processed correctly and that you understand your legal rights in relation to the data you provide.
The recruitment software we use via this website is supplied by IRIS Software Group Limited and they are defined as a Data Processor under the GDPR. They will only process your data in accordance with our instructions.
IRIS can be contacted at: 4th Floor Heathrow Approach, 470 London Road, Slough, England, SL3 8QY
For Data Protection enquiries, please contact the Help Desk at support@networxrecruitment.com
The types of information we collect and the sources
This notice covers the information you share with us and/or which may be acquired by third parties during the application or recruitment process including (but not limited to):
Your Name, address, email, telephone number and other contact information.
Your CV (if applicable), previous and/or relevant work experience or other experience, education, transcripts, or other information you provide to us in support of an application and/or the application and recruitment process.
Information from interviews, if any.
Details of the type of employment you are or may be looking for, current and/or desired salary and other terms relating to benefits packages or other job preferences.
Details of how you heard about the position you are applying for.
Any sensitive information (defined as special categories data such as medical or health and/or racial or ethnic origin) - this information is purely for statistical analysis and monitoring purposes.
Reference information and/or information received from background checks (where applicable) including information provided by third parties including social media checks or specialist recruitment agencies.
Information relating to any previous applications you may have made to Livin and/or any previous employment history with Livin.
Your information from publicly available sources, including online, that we believe is relevant to your application or a potential future application (e.g. LinkedIn, Instagram, Twitter (X), or Facebook).
How do we use the information collected?
Your information will be used by Livin for the purposes of carrying out its application and recruitment process which includes:
Assessing your skills, knowledge, experience, values, behaviours, qualifications, and interests against our career opportunities.
Verifying your information and carrying out reference checks and/or conducting background checks (where applicable) if you are offered a job.
Communications with you about the recruitment process and/or your application(s), including, in appropriate cases, informing you of other potential career opportunities at Livin.
Making improvements to Livin’s application and/or recruitment process including improving diversity in recruitment practices.
Complying with applicable laws, regulations, legal processes, or enforceable governmental requests.
Proactively conducting research about your educational and professional background and skills and contacting you if we think you would be suitable for a role with us.
Statistical analysis.
If you are offered and accept employment with Livin, the information collected during the application and recruitment process will become part of your employment record.
We use some automated screening tools as part of this application process. The answers you provide to one or more of the questions (excluding any special categories/equal opportunity questions) may result in your application being automatically declined. This technology is used to help us manage the high volume of applications we receive and can assure applicants the same outcome would occur if we manually reviewed your application. The reason for the decline will be made available to you in your candidate account.
What is our legal basis for collecting and processing the information provided?
Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:
A contractual obligation.
We collect and process your information where it is necessary, in order to take steps prior to our potentially entering into a contract of employment with you.
Consent.
We may seek your consent to process your personal information in specific circumstances.
You are able to remove your consent at any time. You can do this by contacting us viahr@livin.co.uk.
Legal obligation.
We may also process your information where it is necessary to comply with a legal obligation or for the purposes connected to legal claims.
Legitimate Interest.
If we use your information to improve our application or recruitment process, we do so on the basis that it is in our legitimate interest to ensure we recruit the best possible candidates.
Who will have access to your information?
We may share this information with networx (IRIS Software Group), SMC, Sue Hastie Solutions Ltd, and NEREO, in relation to the purposes described above.
Livin may also use service providers acting on Livin’s behalf to perform some of the services described above including for the purposes of the verification/background checks.
Livin may sometimes be required to disclose your information to external third parties such as regulatory bodies and/or law enforcement agencies for the purposes of complying with applicable laws and regulation in response to a legal process.
All service providers and external third parties are required to complete a Third-Party Information Security Assessment to ensure they comply with GDPR and Data Security obligations.
How do we store your personal information?
If you apply for a job at Livin and your application is unsuccessful (or withdraw from the process or decline our offer), Livin will retain your personal information for 24 months after the vacancy has closed. After this period, it will be fully anonymised and purged from the networx system.
Your Data Protection Rights.
We are dedicated to providing reasonable access to visitors who wish to review the personal information retained when they apply via our website site and correct any inaccuracies it may contain. If you choose to register, you may access your profile, correct and update your details, or withdraw your details at any time. To do this, you can access your personal profile by using the secure login. In all cases we will treat requests to access information or change information in accordance with applicable legal requirements.
You have the following rights in relation to the way in which we deal with your personal data:
the right of erasure or to be forgotten- You have the right to ask us to erase your personal information in certain circumstances.
Your right to restriction of processing - You have the right to ask us to restrict the processing of your personal information in certain circumstances.
the right to rectification- You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete. the right of data portability You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
Your right to object to processing- You have the right to object to Networx and the controller and processors handling of your personal data in certain circumstances
the right to withdraw your consent with regards to the handling of your personal data
Subject Access request- you have the right to ask for a copy of your personal information that we hold about you
Within your candidate account, you can also use the Download Data feature to generate an XML file of the current data we hold about you that you have provided and/or have access to within the account.
Where you exercise your right to object or withdraw your consent, we may process your personal data without your knowledge or consent where we are permitted or required by law or regulatory requirements to do so. In such a case, we will not process more personal data than is required under the circumstances.
How to complain
If you have any concerns about our use of your personal information, you can make a complaint to us at Livin Housing Limited, Farrell House, Arlington Way, DurhamGate, Spennymoor, County Durham, DL16 6NL.
You can also complain to the ICO if you are unhappy with how we have used your data.
We may change this policy from time to time. We will post any changes to this policy on this page.
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