Customer Experience Officer - Basingstoke, United Kingdom - Sovereign Housing

Sovereign Housing

Verified Company

Basingstoke, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Sovereign is a leading Housing Association, committed to providing quality, affordable homes and services within sustainable, successful communities.

We're led by our values and driven by a strong sense of social purpose, placing our customers at the heart of everything we do.

We have a fantastic opportunity to join the Customer Experience Team as
Customer Experience Officer on a permanent basis.

You'll be based from our Head Office Sovereign House Basingstoke, combining both home and office working to ensure a positive work/life balance.

The Role

Working closely with the Head of Customer Experience and a team of Customer Experience Specialists, you'll support the design of customer journeys and continuous improvement activity.

This role is pivotal in ensuring the team have the tools, data and insights available, to allow us to deliver exceptional experiences to our customers.

The role will be integral to the design of customer experiences which deliver value for Sovereign customers and demonstrate the interventions required to deliver on customer outcomes.

Key Responsibilities

Facilitation of workshops and ideation sessions with colleagues/customers, to map individual customer journeys
Making robust data led recommendations for customer experience improvements, to remove pain points within a journey
Providing support to the CX Specialists and Head of CX, to source and collate data and insight as a key input to journey design, measurement and improvement
Acting as a publisher for all content relating to the CX Team
Ownership of the CX Team collateral, ensuring it is relevant, up to date and accessible at all times to those who require it
Maintenance of an uptodate customer journey catalogue, through regular and timely dialogue with the wider CX Team
Establish and maintain own effectiveness by developing working relationships with all stakeholders

What we need from you
You'll have experience working in a Customer Experience Team and want to further develop your career. You're focused on driving improvements in customer experience and always have an eye on the customer perspective. You speak confidently and credibly on behalf of customers and always drive the customer agenda forward. A housing background is not essential.

Is experienced in working with customer journey mapping
Demonstrates good analytical skills and an ability to source and collate data for both self and colleagues to drive decision making
Achieves positive outcomes from the successful facilitation of workshops and ideation sessions
Is tenacious in their approach to driving customer experience and is proactive with a positive mindset
Impressive time prioritisation skills
Is a confident, articulate presenter, both verbal and written, who can forge relationships at all levels
Shows an ability to work with technology to support the delivery of an exceptional customer experience. You're curious how things work and want to proactively support the wider CX team
Willing to learn and selfdevelop within the team
Is a proven team player, who will proactively support other colleagues

What you'll receive from us
We have some great benefits on offer at Sovereign, including:

£450 flex-pot annually, discounted shopping & cycling scheme
25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
Company pension scheme matched up to 12%, life cover at 4x your salary
Flexible working we're committed to giving people flexibility as widely as possible
Options for private medical insurance, dental insurance & critical illness cover

We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at Sovereign.

Take a look at our careers site to learn more about us and our values.

It's an exciting time to be joining Sovereign as we journey through our transformation programme and work towards our Corporate Plan ambitions.

If you're looking for a fresh opportunity, then we'd love to hear from you