The Customer Service Manager (Quality & Improvement) role will have core responsibility for delivering a consistent and effective Centre Management service to CHP Tenants. The purpose of the role is to improve consistency, service, and process efficiencies so that our Operations Teams, principally the ORMs, have a team to provide support, guidance, and checking that our ways of working support good service and the business. The post holder will report to the Senior Customer Transformation Manager.
The role will be accountable for:
Building and Service Audits, producing action plans where needed.
Providing direction and assistance to ORMs to ensure that the site meets the requirements of patients, service providers, and building users in support of P&O teams.
Managing requests for information, data gathering, reports, and briefings from customer stakeholders.
Ensuring Customer Satisfaction surveys are completed in line with timescales.
Investigating accidents/incidents, reporting on findings, and making recommendations on remedial actions if appropriate.
Providing support to ORMs and P&O teams with the coordination of community engagement activities.
Reviewing processes and procedures and identifying efficiencies with ORMs and the wider teams.
Supporting and editing the relevance within the ORM handbook, inductions, and any change management in ways of working.
Ensuring regional teams are focused on customer-centric KPIs and outputs.
This role is based in London/South region with national travel.
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