Customer Project and Change Manager

From £25,000 to £30,000 per annum
11 Oct 2016
19 Oct 2016
Contract Type
Job ID:KMS/CN/031 Job Title: Customer Project & Change Manager Hours:Monday to Friday 8.30am – 5pm Locations: Leeds/Doncaster EmployerKeepmoat Homes Central Services Job TypeFull time permanent Closing Date: 30/10/2016 Keepmoat is a fast growing top 10 UK housing and construction company. We design, build, refurbish and regenerate places to improve economic and social outcomes for people. Each year we build more than 4,500 new homes and over the years, we have built or improved over one million homes, schools and Extra Care homes for older people. We have helped thousands of first time buyers get their foot on the housing ladder and have also built over tens of thousands of homes for housing associations and councils, supporting local authorities across England, Scotland and Wales. Keepmoat employs over 3,500 people across Great Britain, with 9% of its workforce made up of trainees, apprentices and graduates. Purpose of the role Working closely with the Head of Customer Excellence, this role will help deliver insight and drive small scale change initiatives/projects across the business, and see the successful candidate reinforcing the needs, desires and feelings of the customers across the business. Analysing customer feedback and communicating findings to the business, allowing for customer led change and decision making to be made at all levels will be a key element of this role. A key element of the role is to assist in the drive towards a step change improvement in the experience that a customer has with Keepmoat Homes, before, during and after home purchase. Key responsibilities Projects and Process Improvement · Working across the business and leading customer led change projects/initiatives designed to benefit KMH customers · Help to identify differentiating ways of working that complement the needs of the customer · Assist the business in delivering the “Basics” brilliantly Provide best practice guidelines through the QMS process for the customer experience across all areas and review and audit processes in place. Customer Representation · To support in the championing of the whole customer journey from pre-sale to after care, taking into consideration all those who impact on this both internally and externally. · To help represent the customer’s views in all aspects of the business including operational decisions that are taken. · To analyse customer feedback and deliver actionable customer insight to all areas of the business Constantly review and measure customer data through variety of means. Research and Development · Assist with the develop ofa comprehensive understanding of the market including customer needs, buying behaviors and identification of opportunities to leverage this information through great customer experiences. · Work closely with all departments to anticipate and minimise any potential risks through the customer journey. · Highlighting areas of inefficiency in the customer journey and suggest/implement improvements Relationship Building & Team Working Develop relationships with colleagues at all levels and across regions to assist with the development and delivery of consistently great customer experiences in to the business. Work with colleagues across the business to embed a customer centric attitude to all that we do Contribute to the development of a high performance culture within Keepmoat. To work with the Sales and Marketing function both central and regional to ensure that there is a co-ordinated approach to customer care and sales delivery. To ensure that we are collating and sharing research information between key departments. What we are looking for Experience of managing small scale change initiatives/projects · Excellent excel skills and experience interrogating large amounts of data to deliver meaningful insight · Excellent PowerPoint skills allowing insight to be delivered in a creative and engaging way at all levels. · Must have a minimum of GCSE grade A-C in English and Maths or equivalent · Excellent communication skills at all levels. · Experience at developing research surveys. · Ability to influence others. · Up to date relevant knowledge of Health and Safety legislation. · Team commitment. · Demonstrates eye for detail and commitment to delivering excellent standards. · Excellent organisational skills. · Effectively manage time in order to meet deadlines. · Professional attitude and approach to work. · Ability to competently operate MS Office (Word, Excel & PowerPoint). · Current and Valid UK driving licence Why work for us At Keepmoat we pride ourselves on being a great place to work. As the market leader in our industry we want to ensure that we attract, motivate and retain the best people who can deliver the best service for our customers. We offer you · Competitive rates of pay – We regularly check our pay against our competitors to make sure they reflect our position as market leader. We also review our pay every year. · Bonus Scheme – Our annual bonus scheme is linked to team and company performance. · Special offers for staff – We run a range of offers and discounts exclusively for our employees including holidays, health club memberships and days out. · Trust – We encourage you to come up with ideas and get the most out of your job with us. · Recognition – We have a scheme to reward people who go the extra mile for our company. · Development – we offer genuine development opportunities to progress your career. Please note that due to the high level of applications, if you have not been contacted within 5 days of your application please assume your application has not been successful. This job was originally posted as