Job Description

Customer Excellence Manager£29.38 per hour Coventry 13-week temporary contract Start date: ASAP Basic DBS required
Your new company
You will be joining a forward-thinking housing provider on a 13 week basis initially. The organisation is committed to delivering exceptional customer experiences and is undertaking a key period of transition while they recruit permanently for this position. They are seeking an experienced Customer Excellence Manager to lead customer-focused improvement activity and ensure customers remain at the centre of service design, decision-making, and operational performance.
Your new role
As the Customer Excellence Manager, you will lead a team of Customer Excellence Leads, ensuring the customer voice is championed across all levels of the organisation. You will take ownership of customer journeys, ensuring every interaction reflects the organisation's commitments and provides a seamless, safe, and valued experience.Your role will include:

• Leading, coaching, supporting, and developing Customer Excellence Leads, including recruitment, inductions, 1-to-1s, and performance management.
• Monitoring team outputs to ensure performance objectives and targets are met.
• Creating and maintaining quality frameworks, processes, procedures, and management documentation.
• Collaborating with operational teams to analyse customer journey data, identify pain points, and drive continuous improvement.
• Facilitating root-cause analysis and improvement workshops using recognised methodologies such as PDCA, Lean, or Six Sigma.
• Producing customer journey maps, internal processes, and improvement plans to remove waste and enhance service quality.
• Supporting the design of inclusive, accessible customer channels across digital, phone, and face-to-face interactions.
• Leading and managing change initiatives, ensuring policies and procedures remain current and compliant.
• Preparing reports, presentations, case studies, and communications that demonstrate the value of improvement activity.
• Building strong relationships across the organisation and externally, ensuring customer insight and feedback drives service prioritisation.
• Empowering change ambassadors with coaching, tools, and techniques to embed a culture of customer excellence.
  This is a strategic, cross-functional leadership role at the heart of service transformation, requiring a proactive, influential, and outcomes-focused manager.

• Chartered Institute of Housing Level 3 qualification or equivalent Level 6 degree.
• Experience using continuous improvement tools or frameworks such as PDCA, Lean, or Six Sigma.
• Proven experience managing customer experience or continuous improvement teams and leading end-to-end projects.
• Strong leadership capability with the confidence to influence and engage senior stakeholders.
• Demonstrated ability to work cross-functionally to deliver improvements from concept to implementation.
• Sector-specific knowledge and leadership experience, ideally within housing or a similar customer-focused service environment.
• Ability to travel between office locations and community-based venues as required.
• A valid Basic DBS or willingness to obtain one.