Customer Experience Officer

SNG (Sovereign Network Group) is one of the largest housing associations in England. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as creating thousands of new affordable homes every year.

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 Customer Experience Manager 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 SNG customers, and surface the interventions required to deliver positive experiences.

Key Responsibilities

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Facilitation of workshops and ideation sessions with colleagues/customers, to map individual customer journeys

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Making robust data led recommendations for customer experience improvements, to remove pain points within a journey

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Acting as the subject matter expert in the CX Team on the use of Power App for Customer Impact Assessments, Journey Analytics and journey mapping tooling

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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

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Acting as a publisher for all content relating to the CX Team

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Ownership of the CX Team collateral, ensuring it is relevant, up to date and accessible at all times to those who require it

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Maintenance of an up-to-date customer journey catalogue, through regular and timely dialogue with the wider CX Team

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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 or Customer Service role 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.

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Is experienced in working in a customer focused role

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Demonstrates good analytical skills and an ability to source and collate data for both self and colleagues to drive decision making

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Achieves positive outcomes through effective stakeholder engagement

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Ability to build individual and team credibility through positive behaviours, in-depth knowledge and relevant skills

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Is tenacious in their approach to driving customer experience and is proactive with a positive mindset

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Impressive time and task prioritisation skills

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Is a confident, articulate presenter, both verbal and written, who can build effective working relationships at all levels

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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

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Willing to learn and self-develop within the team

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Is a proven team player, who will proactively support other colleagues

Job Description

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.