Customer Experience Business Partner

Our customers are at the heart of everything we do and you will serve as the professional lead and represent the voice of the customer across the association, providing assurance that the needs of the customer are fully considered in all service activity.

You will act as a business partner to colleagues across the association, sharing best practice to improve the customer experience, and promoting value for money.

Specifically, the Social Media & Digital Administrator will:

• This role will champion the customer in all service activity across the association, creating seamless and consistent interactions across all customer touch points and channels.


• You will be responsible for coaching internal colleagues across all departments to deliver services that provide a great customer experience, acting as a critical friend to constructively challenge accepted standards and ways of working to improve service quality and customer focus.


• You will lead on the development and implementation of mechanisms and channels for the collection and analysis of customer feedback and identify opportunities to enhance the customer experience.


• You will promote the value of customer feedback as a means of strengthening internal processes and driving co-ordinated, systematic and sustained improvements to the customer experience


• You will be responsible for the entire customer journey across every touch point, working collaboratively with colleagues across the association to deliver improvements to end-to-end processes.


• You will be responsible for identifying and escalating root cause trends and issues that arise by process, product or complaint type, sharing this insight with colleagues across the association to drive forward improvements to service planning, design and delivery through a Customer Voice Panel of Heads of Service. You will create the agenda's for closing the loop on learning and bring customer journeys to light, to embed action and learning


• You will work in collaboration with the data quality and performance team to manage, deliver and analyse a range of customer satisfaction information across the association as appropriate.


• You will work closely with executive team to investigate complaints raised to the CEO and create reports and learnings for review.


• You will be responsible for ensuring research is undertaken on best practice for improving the customer experience working closely with Ombudsman Wales for best practice improvement in line with Complaints Standards Authority - Wales.


• You will be responsible for submitting quarterly reporting to Ombudsman Wales in line with the regulatory standards to be published on their website.


• You will ensure customer data is collated, systems are updated and agreed reporting mechanisms are adhered to for improving performance and customer focus. You will continue to create a robust complaints and compensation dashboard in collaboration with Data and demonstrate and pull reports for service areas.



• You will monitor and manage complaints to ensure they are being answered within policy and process and escalate to Heads of Service if they do not.


• You will have responsibility of managing a complaints inbox ensuring that customers contact is responded too within 48 hours and formal complaints are raised where appropriate through these channels.


• You will be responsible for managing our contact policy and customers that may have restrictions on contact within the organisation. You will be responsible for contact through the designated inbox and ensuring the panel of colleagues meet on a regular basis to discuss cases.


• You will review the outcome of complaints and the association, ensuring that learning is understood and embedded across the association, and that complaint handling guidelines and team processes are amended accordingly.


• You will occasionally be required to assist Complaint managers with complex cases, which will evolve timelining and customer journey mapping as well as potential visits to customers' homes if applicable.


• You will be responsible for raising compensation awarded from complaints in the systems.
  
  We do not require recruitment agency support at this time - all speculative CV's will be treated as a direct application.


Your NCH, our comprehensive benefits package:

Check out our total reward package and benefits calculator here: https://yournch.newportcityhomes.com/

We believe NCH is a great place to work and it's important to us that our people feel the same way.

As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.

Enhanced Pension Scheme:
We operate two pension schemes, one with Aviva Pensions, and one with the Local Government Pension Scheme (LGPS). Aviva Pensions is a defined contribution pension scheme. LGPS is a defined benefit pension scheme with generous employer contribution values. You may be able to transfer in any other pension you have within your first year of service.

Enhanced Annual Leave:
You'll start on 25 days annual leave (+ Bank Holidays) which would increase to 30 days following 3 years' service.

Agile Working Policy (dependent on role):
NCH work with the philosophy that 'work is something you do rather than somewhere you go.'

Health and Wellbeing:
We have many health and wellbeing policies and initiatives such as Cycle to Work, Enhanced Maternity/Paternity/Adoption and Sick leave and a sabbatical leave policy.

Development:
We offer many professional and personal development options such as paying for professional membership, sponsored study opportunities and career progression and development.

About Newport City Homes

At Newport City Homes (NCH), we're passionate about providing quality homes in communities where people want to live. We are an association which strives for excellence in everything we do. We listen, learn, improve, and most of all, deliver to an excellent service to our communities.

This is a really exciting time for us as we build on the success of our 2020 Vision and deliver our new strategy for the next five years. NCH Strategy 2025 sets out the ambition and priorities that will drive our work and ensure we focus on delivering the best possible outcomes for our customers, communities, colleagues and the city of Newport.

To do this, we've identified four strategic priorities:

• We will continue to invest in quality homes and services.


• We will define and deliver our social purpose.


• We will maximise the supply of new homes.


• We will remain strong, effective and well-run.