Customer Experience Contracts Manager

Are you a commercial whiz with a passion for delivering top-notch customer experiences? Do you thrive in a dynamic environment where no two days are the same? If so, we want YOU to join our Yorkshire Housingteamas our nextCustomer Experience Contracts Manager!

Whatsthe role all about?

As our Customer Experience Contracts Manager,youllbe the linchpin ensuring our commercial suppliers and contractors deliver exceptional services that align with our customer-obsessed ethos. Your role is pivotal inmaintainingand enhancing the quality of service our customers receive.Youllworkhand-in-handwith our Service Managers and Procurement team to craft contracts thatradiatecustomer obsession.

What can I get my teeth stuck into?

Well,wereglad you asked!Heresa bit of a deep dive into whatyoullbe getting up to:

Oversee suppliers and contractors:Youllmanage the commercial relationships with our suppliers and contractors, ensuring they meet their contractual obligations and deliver top-notch services.Youllregularly review and assess the performance of suppliers and contractors, holding formal performance management meetings to ensure standards are met.

Risk management:Anticipatepotential service failures and develop strategies to mitigate risks, ensuring continuous and reliable service delivery.

Work with service managers:Partner withservicemanagers to lead commercial tenders and collaborate closely with theprocurement team to ensure all procurement activities align with company policies and legislation.Workhand-in-handwith thebusinessimprovement team,youllensure seamless operations betweencustomerexperience teams and commercial contractors.

Developgovernanceframeworks:Establishand maintain a robust governance framework that prioritises safety and customer satisfaction.

Ensurecompliance:Ensure all suppliers and contractors adhere to our policies, including safeguarding, Health and Safety, and legislative guidelines.

Analyseperformancedata:Interrogate and challenge performance data toidentifytrends and implement improvements.Youllalso generate performance reports to support senior management and stakeholders, providing insights and updates on service delivery.

Budgetmanagement:Oversee contractor spend, ensuring financial processes are followed and value for money is achieved.Youllalso track spend, conduct quality checks, and ensure invoicing processes are followed correctly.

Ok, so what do you need from me?

• Experience in managing contracts within Construction, Repairs, Maintenance, FM, or similar environments.
• Analyticalskills,youllhave the ability to analyse large data sets toidentifytrends and patterns.
• Strong communicationskills to engage and influence stakeholders at all levels.
• A passion for delivering exceptional customer experiences.

• Pragmatic approach to solving commercial problemsand a natural flare for problem solving
• Teamcollaboration,youllhave the knack forworking relationships based on trust and mutual respect.
• Youllbe comfortable delivering information and presentation to various audiences.
• Eagerness to improve the service and a pro-active mindset

Aboutus

You canprobably alreadytell thatwerenot your typical housing provider! With around 20,000 homes (and more in the pipeline),wereon track with our growth plan to build 8,000 new homes across the region.

Werededicated to creating exceptional customer experiences along the way and are on a mission to build a culture that prioritises excellence, innovation, and customer obsession.As a key member of our team,youllplay amassive part of ensuring that we have the right partnerships in place to ensure our customers have a place their proud to call home.

Whatsin it for you

This afull time (35 hours)permanent role with a salary of£52,000plus £2,000 car allowanceper annum,25 days annual leave (rising annually to 30 days) plus Bank Holidays.

We offer a reward package to suit everyone.At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme wherewellmatch your contributions up to 9%, just to name a few.

Our peoples health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package.This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.

Nowyourereally interested?

At YH,wereactively building a working environmentthatsinclusive as well as diverse, where everyone can contribute their best work and be themselves.We believe difference is what makes us stronger and recognise the importance of our teams reflecting communities we serve, so we welcome and encourage candidates from all backgrounds for this role.

We know that not all candidates will meet every single requirement. Ifyoureexperience looks a little different from whatwerelooking for and you think you can bring value to the role,wedlove to learn more about you so please apply!

The fine print

The closing date for applications will be03.11.24, but we might close it early if we get lots of great candidates, sodonthang around.

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