Legal & General Affordable Homes (LGAH) is currently recruiting for a Customer Care Manager who will have overall responsibility for LGAH’s customer facing services, ensuring our customers standards are well defined, are consistently delivered and are meeting the aspirations of our customers.

You will manage a team of regionally based Customer Care and Customer Sales Coordinators who will be working across LGAH’s Development, Sales and Operations teams to support customers prior to move-in, through to ensuring they are settled in their new home.

• Develop LGAH’s onboarding process for new customers. This will involve having an in-depth understanding of our customer profile and how to develop a tailored service which allows customers to move into their new home with minimal disruption.
• Deployment of LGAH’s onboarding process for new customers. This will involve working with internal departments to ensure systems are fit for purpose and Customer Care and Sales Coordinators are clear on expected standards and deliver a consistent service across regions.  
• Analyse customer feedback through direct customer interaction, Net Promoter Score results and a suite of housing management KPI’s to monitor LGAH’s customer commitments. Using this data, highlight and address areas of improvement in LGAH’s customer experience offer and work with the Head of Customer Care & Nominations to scope out how to adapt and development the service further.
• Analyse customer feedback, performance information, and areas of best practise across the customer service sector to ensure LGAH is delivering a service which reduces customer effort, designs out failure and is consistently focussed on how to achieve customer comfort and convenience.
• Take ownership of and deploy LGAH’s Customer First behaviours with the Head of Customer Care & Nominations across internal teams and our network of Management Providers. Develop a training programme to embed our values to those who are delivering services for our customers.  
• Within the customer service context, be the lead in managing LGAH’s relationship with its management providers. This will include reviewing all elements of the customer journey, working with internal teams and key contacts within the management provider to ensure services are delivered in accordable with well defined standards.  
• Embed a service culture within the Customer Care Team which is customer focussed and is relentless on ensuring LGAH delivers on its promises. This includes developing a culture which empowers individuals to challenge where services are not being delivered to LGAH standards and to hold other services to account.
• Effectively manage a dispersed team to ensure LGAH is delivering a consistent level of excellent customer experience across the country. Support the team and create a culture of focussing on how LGAH can add value to the customer journey.
• Work with the Head of Customer Care & Nominations to deliver LGAH’s Customer Strategy, utilising market intelligence and areas of service development to enhance our offer to customers. This will include preparing and delivering customer experience delivery plans to help manage any operational changes. 

• You will be a great communicator who exerts influence in a collaborative style to produce results in the here and have a self-driven entrepreneurial spirit that embraces change and opportunity and a pro-active and creative approach to relationship-building and problem solving
• Experience in developing systems to support the delivery of a great customer experience through differently customer journeys is required, as well as a core understanding of the need to tailor services depending on the nature and product lifecycle of that customer
• The ideal candidate will have a background in the customer service industry, with sufficient experience of influencing and shaping the design and development of products to ensure they respond to the issues which matter most for customers as well as experience of managing and empowering a customer facing team (ideally one which is remotely based)
• You'll have a strong academic or vocational background with a customer care and/or housing qualification relevant to the role and evidence of a fascination with customer experience and what matters to customers
• You'll be managing a customer facing team, so an understanding of how to structure services to facilitate and enable effective delivery of services to customers is needed

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, 10% car allowance, life assurance, employee private medical insurance, 25 days' holiday, performance related bonuses. Your hard work will be rewarded when you join us.