Customer Experience Manager

Amey Group Information Services Limited

Your New Role:

We have a fantastic opportunity for a Customer Experience Manager to join the North and Central Regional Accommodation Maintenance Service Contract.

This contract provides planned, response, void maintenance, and delivery of projects to 20,000 Service Family Accommodation properties on behalf of Defence Infrastructure Organisation – ensuring that Britain’s service families have safe, comfortable accommodation.  Hybrid role with 2-3 days travelling meeting Customers and Stake Holder across Birmingham, Leeds, Liverpool, Sheffield and Scotland.

The standard hours of work are 37.5 per week.

As Customer Experience Manager you will take responsibility for design and implementation of the customer journey to minimise the impact of our services on families (from preparing a home for new tenants,  carrying-out servicing and preventative work, reactive works when problems arise) to allow them to be delivered as smoothly as possible – working closely with our operational teams to identify and adopt improvements to reduce the amount of works and visits required to maintain the properties.

Work-life balance and flexibility are key for our success. We empower our people to make choices that are right for them.

You will be responsible for:

Delivering exceptional experiences to our service families, leading insights into any operational challenges and supporting our operational teams in the implementation of improvement, through timely, objective, and simple reporting.
Engaging positively with direct Amey teams or their Supply Chain Partners to achieve stated aims.
Manage the complaint closure process – ensuring complaints are resolved swiftly and common themes and root causes are accurately identified.
Management of compensation approvals
Deliver weekly/monthly internal and external business and contract reporting.
Own handling high profile complaints/ escalations.  

What makes this role unique is delivering class-leadings experiences for families and our operation (such contractual customer complaint/satisfaction targets are met) and internal targets are set which drive reductions in complaints inflow and increased satisfaction.

We want to hear from you if you have:

ICS qualifications in Solutions and/or Innovation
Able to demonstrate a track record in personal professional development.
Lean Practitioner or LSS would be of great advantage.
Develops, presents and interprets data to support internal and external reporting for contractual and business demands.
Delivers strategically (to the roadmap) and tactically (getting into the data and detail to reveal insights and resolve issues)
Please attach a covering letter/statement that aligns your experience with our requirements.  

In addition to this, it would be desirable if you have experience or a strong sense of responsibility of Clear track record of building and delivering to “what does true excellence look like and how will we get there”.  Able to Portray positivity and creativity across a similar sized contract.

Experience in formal journey designing/mapping, facilitate collaboration events and workshops confidently and a genuine ‘can do’ and ‘what should we be aiming for?’ attitude.

What we offer you:

When you join us, we can offer flexibility, career development, a choice of benefits and support that help you through all life’s ups and downs. It’s the reason why Investors in People put us among the top 1% of employers and we have a competitive reward and benefits program.

Career Development - Exceptional development and progression plan
Pension – Generous Pension scheme which we will contribute to
Holidays - Minimum 24 days holiday + Bank Holidays
Choices - Our flexible benefits scheme is tailored by you, including buying additional annual leave, cycle2work scheme, charity giving and gym membership.
Save with Amey - Our online voucher portal gives you access to thousands of discounts from leading retailers to help you save on shopping, days out, or nights in. It includes healthcare, free GP service, dental vouchers.
Social Value - You’ll get 2 Community Involvement Days each year to volunteer for a charity of your choice and further opportunities to support fundraising initiatives.  

We embrace difference and support individuals to work in ways that work best for them.

We are committed to working sustainably and by working in partnership with the communities we serve, so people and the planet are protected.

Who is Amey?

We are at the heart of modern Britain, helping the economy to grow by designing, maintaining and transforming the nation’s strategic assets.  

Our 11,000 people are behind the critical services the country relies on every day.  

Our unique engineering and operations experience, together with data driven insight from our consulting business, delivers better results for our clients.  

We are trusted partners of Government – both national and local – managing assets and complex projects that are vital to the sustainable growth of the country.  

To find out more take look at

Application Guidance:

Amey is committed to Inclusion and Diversity. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We will also guarantee you an interview if you have a disability, as long as you are qualified for the role.  

Please contact our recruitment team at (url removed) to discuss any access needs, reasonable adjustments or additional support that may be required at any point during the recruitment process.

We reserve the right to close this vacancy before the closing date should we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Apply today – We are excited to hear from you!

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Profile:

ICS qualifications in Solutions and/or Innovation
Develops, presents and interprets data to support internal and external reporting for contractual and business demands