• Job description

    Directorate: Customer, Place and Services
    Job Title: Customer Experience Planner (Permanent)

    Hours: 37 hours per week (to be worked flexibly in line with business needs)
    Salary: £27,023 per annum

    Location: Based at Gadbrook Park, Northwich.

    The Trust operates an agile working environment which is a combination of working from our Head Office Gadbrook Business Park, Northwich, and home working.  The requirement to work from the Head Office is based on business need and will involve at least two to three days per week but this subject to change  as well as full working weeks in the office as and when required.

    Are you looking for an exciting opportunity working as part of a professional, engaged, and friendly organisation?  Our values are Fairness, Openness, Respect, Enthusiasm, Collaboration, Commitment and Customer Focus, we are constantly striving to demonstrate these values in our day to day working environment and culture.

    The Opportunity

    Weaver Vale Housing Trust has an exciting opportunity for a Customer Experience Planner to join our first point of contact Customer Hub. We need someone who can work within a multi discipline team delivering excellent levels of customer service.

    What Will You Do?

    Our Customer Hub is a key service for the Trust with the aim of responding to customer queries and resolving issues at first point of contact by:

      • Ensuring the customer experience is a positive one by being proactive and ensuring clear and effective communication with internal and external customers.
      • Supporting continuous service improvements across the Customer Experience teams.
      • Work in partnership with other service areas and agencies to achieve high levels of customer care.
      • Responsible for providing a first-class planning and appointing service, tracking registered orders through to completion ensuring optimum utilisation of the workforce, whilst providing excellent levels of customer service

    Requirements For This Role*

      • Grade GCSE 4-9 / A* – C (Math’s and English) or equivalent level of qualification
      • Experience of working in a fast-paced customer contact and planning environment

    You will be expected to have excellent time management, organisational and prioritisation skills to keep up in a fast-paced and busy environment. You will need the ability to work independently when required and seek guidance and advice from your colleagues when needed.

    The successful candidate must have administration experience, be self-motivated and organised, with strong accuracy, interpersonal and communication skills. You will be IT literate with the ability to work flexibly and under pressure to meet deadlines, using your own initiative to support the continuous improvement of this service

    Additionally, due to the flexible home working arrangements with this role, you will need access to a room where you can work from and a suitable internet connection.

    *Please see Accountability profile for further information and requirements.

    For more information contact:

    If you have any queries about this or would like to ask any questions to learn more about the role, please contact Julie Richards via our website.


      • Competitive salary
      • Generous annual leave entitlement – 24-29 days (entitlement increases 1 day each year, over the first 5 years) holidays plus UK public/bank holidays (based on level of service) (part time pro rata)*
      • Ability to buy up to 5 days additional annual leave* (pro rata for part-time) each year*
      • 5% employer contribution to our Pension Scheme (minimum 3% employee contribution) with life assurance benefit*.
      • Contribution to the cost of nursery or afterschool care to help with childcare costs*
      • Commitment to support your ongoing learning and development, with the opportunity to develop a range of transferable skills.
      • Day off for your Birthday to be taken during your birth month (based on contractual hours)
      • One day’s paid leave (per year) to support a charity or community group of your own choice*
      • An annual Health and Wellbeing Allowance or the option to enrol in a Health Cash Plan*
      • ‘Thank you’ gift for your continuous service starting at 5 years’ service, and every 5 years’ thereafter.
      • 24/7, 365 day Employee Assistance Programme (EAP) including free counselling
      • Compensation for professional memberships which are an expressed requirement
        for the role.
      • Free annual flu vaccines and free Eye Care Vouchers every 2 years*
      • Discounts on a gym membership and phone contract
      • Cycle to work scheme*
      • Free to use car park at our office on Gadbrook Park
      • Involvement in regular health and wellbeing initiatives and charity fundraising activities
      • Opportunities to give feedback and join various colleague forums, to help shape change at the Trust.

    * Benefits offered providing you meet the eligibility criteria


    Closing date for applications:         Monday 15/04/2024  (12:00 noon)

    (Please be aware that applications received after this time may not be considered)

    In person Interview date(s):            24/04/2025 and 25/04/2024

    Please review the job Information pack (on our website: http://www.wvht.co.uk) for further information and submit your CV with a covering letter (max. 2 pages) demonstrating how you meet the minimum criteria in relation to the accountability profile, please send to: [email protected]

    Those applicants that consider themselves to have a disability and meet the essential criteria within the accountability profile for the role will be guaranteed an interview.  Please confirm within your application if you consider yourself to have a disability and if so, what reasonable adjustments may be required for you to attend an interview or assessment.


      • We may conduct social media checks from sources such as Google, Facebook and LinkedIn to assist us in our assessment of your suitability for the role.
      • We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
      • Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.
      • The recruiting manager will review your skills and experience to determine if there is a match with the position you have applied for. If there is, we will contact you by phone or email to schedule an interview / assessment. If not, you will not be contacted.
      • Please note due to the high volume of applications we are unable to respond to all unsuccessful applicants. If you haven’t heard from us within 3 weeks of the vacancy closing date, unfortunately we will not be pursuing your application further.
      • Successful applicants will be required to provide evidence of their Right to Work in the UK evidence of essential qualifications, complete a health questionnaire and undertake a DBS check (if relevant to the role).
      • We reserve the right to refuse applications if they do not have an accompanying cover letter.

    We appreciate your interest in Weaver Vale Housing Trust and the time you have invested in applying to us.

    The Trust invites applications from all members of the community, irrespective of Gender, Gender reassignment, Sexual orientation, Race, Religion or belief, Disability, Age, Pregnancy and maternity, Marriage and civil partnership.