Systems Team Leader / Change Management (CRM)

Stoke-on-Trent (Agile)

£32,481 to £39,699 depending on skills

Do you thrive in a small community-based organisation providing great services?

Join a small, but perfectly formed, community-based organisation providing services and support to over 1,300 homes and tenants.

We now have an opportunity for a Systems Team Leader (internally known as Customer Systems Team Leader) to join us to provide a fast-paced customer-focused service, leading the design and implementation of our digitalisation agenda and drive the delivery of excellent customer services.

The Role

You will coordinate, develop and deliver the digital services agenda to ensure service improvements that have a positive impact on our customers whilst ensuring Regulatory Consumer Standards and related guidance are achieved and providing an effective complaints service in line with the Housing Ombudsman’s Complaint Handling Code.

With a customer-focused approach, you will develop the customer charter and engagement strategy, ensuring that the service delivery is based on robust customer insight and data. You’ll be adept at balancing the customer service we provide and CRM performance monitoring systems to ensure continuous improvements are at the heart of our processes and are compliant with relevant laws, regulation, internal rules and procedures.

With previous experience in leading a high-performing team, you will manage and develop an effective and motivated team ensuring that they consistently meet high standards of performance through effective use of team meetings and one-to-ones.

About You

You will have:

• Experience of change management, including delivery.
• Experience of working in a fast-moving customer service environment.
• Excellent understanding and knowledge of digital service delivery.
• Experience of devising and implementing policies and procedures, as well as knowledge of the regulatory frameworks.
• The ability to use MS Office applications to a high standard.
• The ability to plan and implement Management Information Systems including CRM.
• The ability to plan and prioritise services in order to meet defined targets.
• Experience in social housing would be advantageous.
• Knowledge of Civica Cx Housing Management is desirable

Benefits

In return we can offer you:

• Flexibility of hours and where and when you work
• 28 days holidays
• Employee Assistance Programme
• Pension
• Working hours 35 hours per week