Customer Service Lead
12 hours ago
Job Overview
The Customer Experience Manager will serve as the primary point of contact for tenants, their families, and support networks, delivering an exceptional end-to-end customer experience.
This role is central to building trust, effectively managing tenancies, and fostering long-term relationships that reflect our core values of inclusion, respect, and quality.
The Customer Experience Manager will be responsible for managing tenancy relationships from onboarding through to ongoing engagement and retention.
Key Responsibilities:
- Manage tenancy relationships from onboarding through to ongoing engagement and retention.
- Act as the liaison between tenants, Supported Independent Living (SIL) providers, and other key stakeholders.
- Coordinate property viewings, tenancy agreements, and enrolment processes.
- Plan and deliver on-ground engagement activities, including community events, provider outreach, and participant information sessions.
- Drive lead generation by identifying potential tenants, building referral pathways, and developing relationships with SIL providers, support coordinators, and community networks.
- Monitor and respond to tenant feedback to continuously improve service delivery.
- Resolve issues promptly, with a focus on positive outcomes and compliance.
- Maintain accurate records in line with legislation.
- Collaborate with internal teams on operational improvements.
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