Job Introduction
As a Customer Service and Culture Development Manager at Notting Hill Genesis, you will play a pivotal role in embedding customer-centricity and fostering a positive organisational culture. You will lead the way in fostering a culture where prioritising customer needs is paramount.
Main Responsibility
The Customer Service & Culture Development Manager is dedicated to the development and enhancement of soft skills, cultural alignment, and customer service excellence across all levels of the organisation. Your key responsibilities will be:
- Collaborating with HR, the Operations Directorate, and key stakeholders to understand customer service goals and cultural aspirations.
- Designing and delivering soft skills training programmes focusing on communication, empathy, problem-solving, and other essential customer service skills.
- Leading initiatives to embed a customer-centric culture within the organisation, ensuring alignment across all departments and functions.
- Monitoring and evaluating the effectiveness of training programmes, gathering feedback, and refining the curriculum to meet evolving needs.
- Integrating customer-centricity into recruitment, onboarding, and performance evaluation processes in collaboration with the HR team.
- Facilitating workshops, feedback sessions, and training modules to ensure all staff understand and embody the organisation's customer service standards and cultural values.
The Ideal Candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
Essential:
- Expertise in customer service training, soft skills development, and cultural transformation strategies.
- Experience in designing and delivering training programmes that enhance customer-centricity.
Desirable:
- Communication and leadership skills, inspiring and motivating staff to embrace a customer-first mindset.
- A passion for elevating customer experiences and ensuring that customer-centricity is at the heart of everything the organisation does.
- Ability to provide oversight, direction, and support to teams, ensuring alignment with the organisation's customer service and cultural objectives.
What's in it for you?
At Notting Hill Genesis, you’ll find plenty of opportunities to grow within our organisation.
Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity and adoption pay - we offer enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more
- Interest free loans: season ticket loan, tenancy deposit loan and training loan
- Cycle to work scheme
- Life Assurance x 4 annual salary
Selection process
Step 1: If interested, please send your application now.
Step 2: Successful candidates will be invited to complete an assessment
Step 3: Successful candidates will be invited for interview
Please apply for this role with us online. If you are not able to apply online or if you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk to discuss your requirements.
Please note that we reserve the right to close this vacancy early if we receive sufficient applications, so we advise you to apply at your earliest opportunity.
About the Company
Notting Hill Genesis is one of the largest housing associations in London and the South East, providing over 60,000 homes and employing around 1,500 staff. We provide homes across a range of tenures and are committed to delivering affordable housing to all.
For more information on what we do and what makes use different, please visit: NHG Careers
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments. To find out more about our approach to equality, diversity and inclusion please visit: https://www.nhg.org.uk/careers/diversity-is-our-strength/
To find out more about Diversity and inclusion at NHG, please visit our website.
