Assistant Customer Experience Manager

Overview

Assist the Customer Experience Manager in improving resident experience across projects

Key Responsibilities

• complaint monitoring
• crm setup
• resident communications
• info packs
• process improvement
• rlo mentoring

Tasks

In addition, you will monitor complaints and lessons learned to promote social value and support the set-up of new projects and CRM systems. You’ll be a champion for collaboration, continuous improvement, and clear communication, ensuring that every task is completed to a high standard and on time. Reporting to the Customer Experience Manager, you will be instrumental in driving consistency, quality, and engagement across resident communications and processes. You’ll apply our resident engagement framework and ensure our resident information packs are accurate, accessible, and aligned across projects. By spending time with site teams and residents, you’ll identify opportunities for improvement and turn insights into meaningful actions. You’ll work closely with Resident Liaison Officers (RLOs), providing guidance, mentoring, and ongoing support to help them deliver outstanding service.

Requirements

• team player
• communication
• organised
• self-starter
• influence
• customer experience

What You Bring

If you’re a team player with strong communication skills, organised, a self-starter, and able to influence without authority, along with a passion for making a difference in people’s lives, this is your chance to contribute to a culture of excellence and help us deliver a resident experience we can all be proud of. We are looking for someone with experience in a similar customer experience role.

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Benefits

40 hours per week -Holidays - 26 days -Ability to purchase additional holiday -Sharesave scheme -Life Assurance -Access to discount portal -Private medical insurance -Employee assistance programme -Cycle to Work scheme and the Lovell Way to EV salary sacrifice car scheme -Bonus entitlement based on performance KPIs

About Lovell Partnerships Ltd

-Specialising in new-build social and open-market housing, large-scale refurbishments and mixed-tenure regeneration projects. -Works closely with local authorities, housing associations, the MOD and private partners across England, Scotland & Wales. -Typical projects range from community regeneration to social housing refurbishments and large-scale new-build neighbourhoods. -Delivered the UK’s first ever affordable partnership homes and have earned consistent industry accolades.

Sector Specialisms