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Vacancy : Customer Contact Optimisation Manager
Company Location : Eastleigh SO50
We’re Abri, a housing association based in the south of England. One of the largest in fact. We’ve got 35,000 homes and 1,500 colleagues. And if all our 80,000 residents lived in the same place, we’d have a town roughly the size of Guildford.
We’re a passionate bunch. We think we can make a real difference. Homelessness, poverty, inequality, a lack of affordable housing. They’re all linked. They’re issues that affect so many, young and old alike. And we don’t think that’s right. We want to give people the chance to dream big and be who they want to be. Homes are at the heart of everybody’s lives. And we exist to help make good homes, and good lives a reality for everyone.
We’ve all got different backgrounds, strengths and experiences. But we share the same values. It’s these shared values that bring us together as one team.
Our colleagues embrace these every day. Be the difference to our customers and colleagues, always curious and look for better solutions, achieve together by working in partnership with others, own it openly through working with others in an open and honest way, and finally embrace possibility and see changes and challenges as welcomed opportunities.
If you share our values and want to make a real difference in the world, you’re on to a winner and we’d love to hear from you!
Your new role
We’re excited to announce we’re looking for a Customer Contact Optimisation Manager – and we need you!
We’re proud to say our customers are at the heart of everything we do and we’re always looking for ways to improve their journey with us and drive continuous improvement.
Analytical, data-savvy and with the ability to see the bigger picture, you’ll regularly review the services we offer as well as internal KPI stats and customer data trends to identify what we can do better and how we can pro-actively implement changes that benefit our customers and offer value for money. Remember, we don’t want to do things how they’ve always been done – we want to do them even better!
You’ll lead on developing our customer portal and encouraging customers when they can to self-serve to create a sustainable, long-term channel shift that increases customer satisfaction and reduces the need for repeated contact.
If you’re dynamic, analytical and as customer-obsessed as we are, you may be who we’re looking for. This is a crucial role as we strive to become a sector leader for customer experience and if you want the opportunity to make a huge difference in how we work and in the lives of our customers, we’d love to hear from you.
What you can expect from us
We want our colleagues at all levels to be bold, inspiring and not afraid to speak up and be their authentic selves.
Your wellbeing is really important to us, so you can expect a competitive reward package to ensure you and your family are supported at work and at home.
We’ll work with you to help you reach your goals through personal development plans and our in-house People Development team.
Depending on your role you may need to work a set shift pattern, or you may have greater flexibility to choose when and where you work. Either way, we strive to ensure all colleagues have a degree of flexibility to attend life’s important events.
Abri is committed to promoting an inclusive culture. We want our colleagues to bring their individual differences, life experiences and knowledge into the workplace and we welcome their contribution to our amazing company. Everyone is different, everyone is unique.
To our agency friends
We already have a number of carefully selected agency partners who know our business well and who support our in-house recruitment team during exceptionally busy periods. We’re not looking to add to our preferred supplier list right now but if you’d like to be considered at a future date please don’t hesitate to register on our procurement portal.
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