Hours: 36 per week

Contract Type: Fixed term contract for 3 months

Clarion Housing Group is the country's largest housing association with 125,000 homes nationwide. First and foremost, we're a social landlord, providing affordable homes overwhelmingly for people who can't meet their housing needs on the open market. We're also a property development company, a charitable foundation and a repairs and maintenance service. By 2040 Clarion will be the undisputed leading housing group for good quality, fit for purpose, well managed and sustainable private rent homes.

To support this ambition we're looking for a Quality & Performance Change Manager to join our Customer Experience team in Croydon for a short term contract for 3 months with the possibility of being extended.

In a nutshell, this role supports the Head of Customer Journey to ensure teams are equipped and skilled to meet all business, financial and customer satisfaction targets. You will be responsible for driving significant change to the service and performance of the team, to ensure every customer receives exceptional service from reservation to exchange of contract through to legal completion for new build sales, staircasing and resales.

Some of the key duties include:

* Lead, develop and manage the performance of the teams to ensure delivery against KPIs and service standards
* Create the right culture to drive the customer experience and a motivated target driven team
* Ensure individuals take accountability for their performance and case load
* Review processes and implement improvements where it is impacting on better performance
* Performance management responsibility of the sales progression, resales and staircasing teams
* Ensure clear KPIs and development objectives are set and measured against
* Support the Head of Customer Journey on all activities to drive improved performance and change management
* Review and analyse the customer survey results to ensure high levels of satisfaction with the progression process and communication from the team

We're looking for individuals with a strong managerial customer service background and solid experience of leading a high performing team. As the successful candidate, you'll come to us with a drive for delivering business targets through your team and excellent communication skills from dealing with a wide variety of audiences. As well as line management experience, you'll also have a background of change management and coaching skills to improve performance.

If this sounds like a good match to your skills we look forward to hearing from you. In return we offer you a competitive salary and generous benefits package in a supportive environment.

Closing Date: Wednesday 11th November at midnight

For full details of this vacancy you can download the role profile here - Quality & Performance Change Manager

In the event that we receive a high volume of applications, we reserve the right to close this advert early. We therefore encourage early applications.

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship.