Directorate: Customer, Place and Services
Job Title: Customer Experience Planner (Permanent)
Salary: £25,265 per annum
Hours: 37 Hours per week (to be worked flexibly in line with business needs)
Location: Based at Gadbrook, Northwich, working flexibly between home and office

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 one day per week,  as well as full working weeks in the office as and when required.

Do you want to work for a ‘Best Companies Top 100 company’?

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:

1. • 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 workforse, whilst providing excellent levels of customer service

Minimum Requirements For This Role

1. • Educated to GCSE Grade 4 or above (level A-C) including Maths and English or equivalent qualification(s)
   • Experience of working in a fast-paced customer contact and planning environment

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 working arrangements with this role, you will need access to a room where you can work from and a suitable internet connection

Our Team

In this role you will be working alongside a fantastic team of professional Customer Experience Planners being the first point of contact Customer Hub.  We need someone who can work within a multi discipline team delivering excellent levels of customer service.

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 at [email protected]

The Successful Candidate

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, but with the common sense to know when to seek guidance and advice from your colleagues.

We are looking for a strong, reliable, and responsible team player with excellent communication skills both written and verbal. You’ll be IT literate with working experience of Microsoft packages with excellent attention to detail and accuracy.

Benefits

1. • A competitive salary
   • 24-29 holidays plus UK public/bank holidays
   • Child-care subsidy
   • A workplace pension scheme (providing you meet the eligibility requirements)
   • Employee Assistance Programme to help you balance work, family, and personal life
   • Annual Personal Development and Wellbeing Allowance
   • A great experience, working with colleagues that are passionate about the services we provide to our customers.
   • The opportunity to develop a range of transferable skills that will be highly valued whichever sector you go onto work in.

HOW TO APPLY:

Closing date for applications:         Friday 03/02/2023 (12:00 noon)

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

In Person Interview Date(s):            Monday 13/02/2023 & Tuesday 14/02/2023

C.V’s without a cover letter will not be considered.

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 and person specification, please send to: [email protected].

Those applicants that consider themselves to have a disability and meet the minimum criteria 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.

Disclaimer: 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 recruitment manager will review your skills and experience to determine if there is a match with the position for which you applied. If there is, we will contact you by phone or email to schedule an interview / assessment. If your background does not match our current needs, 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 and evidence of essential qualifications.

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.