Northern Ireland Housing Executive

Phone Number: 03448920900
Email: recruit@nihe.gov.uk
Web: https://www.nihe.gov.uk/working-with-us/careers

Job description

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.

Responsibilities

• The Customer Excellence Manager will lead the development, delivery, and continuous improvement of customer focused services across Housing Services, with a strong emphasis on complaint management etc.
• Oversee the Corporate Complaints Management function, ensuring alignment with NIHE standards and a commitment to resolution and continuous improvement.
• Offer expert advice to support complaints resolution and promote service improvement.
• Promote the consistent implementation and integration of the existing Complaints Policy and Procedures across Divisions.

Skills and Qualifications

Essential Skills

• Hold a degree level qualification (level 6) or equivalent AND have a minimum of 2 years relevant experience OR Hold a level 5 qualification in Housing AND have a minimum of 3 years relevant experience.
• OR Can demonstrate equivalent continuing professional development or experiential learning AND have a minimum of 5 years relevant experience.

Further Information

For full list of responsibilities, essential & desirable skills, please see Candidate Information Pack on employer's website by following the Apply Direct button.