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  • Salary: £39,600
  • Contract: Permanent, Full Time
  • Location: Head Office, Hammersmith, London W6 & homeworking 
  • Closing date for applications: 11:59pm, 24th August 2022

About this role

Do you have a passion for meeting and exceeding customer, client or user needs and expectations? Do the levels of financial insecurity and injustice in the UK leave you seething and impatient to have a real impact on making things better?

Turn2us is looking for a Customer Experience manager to lead on developing customer journeys around welfare benefits, income maximisation, referrals to other services, and more, for 8 million users. Working in collaboration with experts in Welfare Benefits, Income Maximisation and our Contact Centre, you will build a deep understanding of our customers’ experiences, the journeys they need to take to meet their needs and goals, and how Turn2us and our partners can form a supportive part of those journeys.

Turn2us is a national charity tackling poverty and the structural causes of poverty. We work with co-producers and partners to provide people in financial crisis with the means and agency to get back on their feet, build resilience, move forward with their lives and thrive.

If you’re an experienced CX leader who wants work that will stretch your intelligence and creativity, who is willing to be led by the people you want to support, and who genuinely wants to have an outsized impact, we really want to meet you!

Please read the Customer Experience Manager Job Pack for further information.

How to apply

If you are interested in this role, please apply on the Applied website.

1) You will then be asked to submit personal details including diversity data. All diversity data will be treated as confidential. Those involved in the selection process will NOT have access to it. The information given by candidates will be solely used for the purpose of improving the recruitment process.

2) As part of the recruitment process, you will be asked to complete questions around yourself which are linked to the requirements for being successful in this role.

3) The closing date for applications is 11:59pm, 24th August 2022

Please let us know if you will require any special provision as a result of any disability should you be called for interview.

Turn2us is an equal opportunities employer and welcomes applications from members of all communities. It is committed to equality of opportunity, inclusion and diversity. We encourage and welcome applications from all parts of the community regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Turn2us wants to enable an environment where everyone is kept safe from harm and can thrive. We are committed to safeguarding everyone involved in our charity and the work we do. You can read a safeguarding policy on the Turn2us website.

If you join us at Turn2us, you will start on 25 days annual leave per annum (prorated for part time workers). Each year in the month you joined, you will receive additional years leave up to a maximum of 30 days. On top of this you will receive bank holidays. The charity also offers 2 volunteering days per year to allow staff to gain experiences and skills outside of work for example at a food bank or becoming a trustee at another charity.

We offer flexible working patterns, both in terms of hours and remote working.