Customer Excellence Manager

THIS ROLE IS FOR A FIXED TERM OF UP TO 12 MONTHS INITIALLY, WHICH MAY BECOME PERMANENT AT A LATER STAGE IF BUSINESS REQUIREMENTS EXIST.

BAND:  7

JOB PURPOSE:
Reporting directly to the Head of Estates, the Customer Excellence Manager will lead the delivery of high-quality complaint management services across Housing Services and Asset Management, including Final Stage and Ombudsman complaints. The role also oversees the Corporate Complaints Management function and contributes to strategic service improvement initiatives.

REQUIREMENTS:
1. i) Hold a degree level qualification (level 6*) or equivalent AND have a minimum of 2 years relevant** experience 
OR
ii) Hold a level 5* qualification in Housing AND have a minimum of 3 years relevant** experience 
OR
iii) Can demonstrate equivalent continuing professional development or experiential learning AND have a minimum of 5 years relevant** experience

*Refer to Qualifications Framework for equivalencies
**Relevancy will be determined with due regard to the duties and level of responsibilities set out in the job description for this role

APPLICATION PROCESS
Application should be made using the on-line application form. Instructionson how to complete the on-line form appears once the form has been accessed. Make sure you follow these instructions.

Candidates unable to use the on-line form can request a manual application form, by emailing recruit@nihe.gov.uk quoting the particular Job Title and Reference Number. Please note that if the candidate uses this method, it is their responsibility to ensure we receive their application by the allocated closing date and time. Guidance on the completion and return of applications is included in the Candidate Guidelines on the job related documents. The Northern Ireland Housing Executive have a policy on the Recruitment of Ex-Offenders, a copy can be made available on request.

LATE APPLICATIONS WILL NOT BE ACCEPTED EVEN IF DELAYED DUE TO TECHNICAL REASONS. PLEASE NOTE THAT IF YOU ARE LOCKED OUT OF YOUR GETGOT ACCOUNT IT WILL TAKE A MINIMUM OF 10 MINUTES TO RESET YOUR PASSWORD. IF AN APPLICATION IS LATE BECAUSE OF THIS IT WILL NOT BE ACCEPTED.

It is the responsibility of each candidate to ensure that all such information is provided. Candidates who fail to provide sufficient information on which a panel might determine their eligibility for the post will not be shortlisted.

The Housing Executive is an equal opportunities employer. We particularly welcome applications from members of the Protestant community who are currently under represented in parts of our workforce.