Customer Experience Manager

In our newly created role as Customer Experience Manager, you will play a pivotal role in providing strategic and operational leadership for customer-facing services and overall customer experience across Clyde Valley Group.

Reporting to the Customer Service Director, you will:

• Act as the organisational lead for customer experience, ensuring that customer perspectives inform strategy, service design and day-to-day operations.
• Lead and manage our Customer Contact Centre and Customer & Community Engagement teams, while acting as the group-wide lead for customer experience.
• Design and deliver a coherent approach to capturing, analysing and using customer feedback, insight and engagement activity across all services and channels.
• Work collaboratively with operational managers and teams to translate customer insight into service improvements and measurable outcomes.

What We’re Looking For

• Proven leadership experience within a customer-facing service in a complex organisation.
• Demonstrated experience of customer experience and service improvement methodologies.
• Proven ability to create and sustain a high performing, positive team culture where colleagues feel motivated, valued and empowered.
• Commitment to equity, diversity, inclusion and continuous improvement.

Why Join Us?

You’ll be part of a forward-thinking organisation that values people, innovation, and excellence. We offer competitive benefits and the opportunity to make a real impact in the social housing sector.

In return, Clyde Valley Group offer a great remuneration and benefits package, including generous holidays and flexible working arrangements, an on-site gym and training and development opportunities. 

Guaranteed Interview: 

As a Disability Confident Employer, we’ll interview all disabled candidates who meet the minimum essential requirements for the post. If you tell us that you’re disabled, we’ll ensure that we make reasonable adjustments during each stage of the recruitment and selection process and if you join us, to where and how you work. 

The full Role Profile and application guidance can be found here: Customer Experience Manager