Customer Experience Planner

Housing Quality Network; Northwich; Hybrid; GBP 31,000; Full time

Job summary

A community-focused housing trust in Northwich is seeking a Customer Experience Planner to deliver top-notch customer service from their Customer Hub. The successful candidate will manage planning services effectively, ensuring optimum workforce utilization while communicating clearly with internal and external customers. This role requires at least GCSE level qualifications in Math and English, along with relevant experience in a customer contact environment. Flexible working arrangements and numerous benefits enhance the appeal of this permanent position.

Benefits

Generous annual leave entitlement

Employer pension contribution

Health and Wellbeing Allowance

Cycle to work scheme

Employee Assistance Programme (EAP)

Qualifications

• Experience in a fast-paced customer contact and planning environment.
• Administration experience is essential.
• Self-motivated and organized with strong accuracy.

Responsibilities

• Ensure positive customer experiences through proactive communication.
• Support continuous service improvements across teams.
• Provide a first-class planning and appointing service.

Skills

Time management

Organizational skills

Communication skills

Education

GCSE grades 4-9 / A* – C in Math and English or equivalent

Job description

Job Title: Customer Experience Planner (Permanent)
Hours: 37 hours per week (to be worked flexibly in line with business needs)
Salary: £30,500 per annum

Location: Based at Gadbrook Park, Northwich.

The Trust operates an agile working environment which is a combination of working from our Head Office Gadbrook Business Park, Northwich, and home working.The requirement to work from the Head Office is based on business need and will involve at least two to three days per week but this subject to change as well as full working weeks in the office as and when required.

Are you looking for an exciting opportunity working as part of a professional, engaged, and friendly organisation?Our values are Compassionate, Accountable, Respectful and Exceptional, we are constantly striving to demonstrate these values in our day to day working environment and culture.

The Opportunity

Weaver Vale Housing Trust has an exciting opportunity for a Customer Experience Planner to join our first point of contact Customer Hub.We need someone who can work within a multi discipline team delivering excellent levels of customer service.

What Will You Do?

• Ensuring the customer experience is a positive one by being proactive and ensuring clear and effective communication with internal and external customers.
• Supporting continuous service improvements across the Customer Experience teams.
• Work in partnership with other service areas and agencies to achieve high levels of customer care.
• Responsible for providing a first-class planning and appointing service, tracking registered orders through to completion ensuring optimum utilisation of the workforce, whilst providing excellent levels of customer service

Minimum Requirements For This Role*

• Grade GCSE 4-9 / A* – C (Math’s and English) or equivalent level of qualification
• Experience of working in a fast-paced customer contact and planning environment

You will be expected to have excellent time management, organisational and prioritisation skills to keep up in a fast-paced and busy environment.You will need the ability to work independently when required and seek guidance and advice from your colleagues when needed.

The successful candidate must have administration experience, be self-motivated and organised, with strong accuracy, interpersonal and communication skills.You will be IT literate with the ability to work flexibly and pressure to meet deadlines, using your own initiative to support the continuous improvement of this service

Additionally, due to the flexible working arrangements with this role, you will need access to a room where you can work from and a suitable internet connection.

*Please see Accountability profile at the bottom of this page for further information and requirements.

• Generous annual leave entitlement – 24-29 days (entitlement increases 1 day each year, over the first 5 years) holidays plus UK public/bank holidays (based on level of service) (part time pro rata)*
• Ability to buy up to 5 days additional annual leave* (pro rata for part-time) each year*
• 12% employer contribution to our Pension Scheme (minimum 2% employee contribution) with life assurance benefit*.
• Commitment to support your ongoing learning and development, with the opportunity to develop a range of transferable skills.
• Day off for your Birthday to be taken during your birth month (based on contractual hours)
• One day’s paid leave (per year) to support a charity or community group of your own choice*
• Candidate Referral Scheme*
• An annual Health and Wellbeing Allowance or the option to enrol in a Health Cash Plan*
• ‘Thank you’ gift for your continuous service starting at 5 years’ service, and every 5 years’ thereafter.
• 24/7, 365 day Employee Assistance Programme (EAP) including free counselling
• Compensation for professional memberships which are an expressed requirement for the role.
• Free annual flu vaccines and free Eye Care Vouchers*
• Discounts on a gym membership and phone contract
• Cycle to work scheme*
• Free to use car park at our office on Gadbrook Park
• Involvement in regular health and wellbeing initiatives and charity fundraising activities
• Opportunities to give feedback and join various colleague forums, to help shape change at the Trust.

*Benefits offered providing you meet the eligibility criteria

HOW TO APPLY

Click on the Apply button and follow the on screen instructions.

Closing date for applications:

Thursday 19/02/2026

(Please note: applications submitted after the deadline may not be considered. To avoid disappointment, apply early as the role may close ahead of schedule depending on applicant volume)

In person Interview and Assessment date(s)

Thursday 26/02/2026 and Friday 27/02/2026

Those applicants that consider themselves to have a disability and meet the essential criteria within the accountability profile for the role will be guaranteed an interview. Please confirm within your application if you consider yourself to have a disability and if so, what reasonable adjustments may be required for you to attend an interview or assessment.

Disclaimer:

• We may conduct social media checks from sources such as Google, Facebook and LinkedIn to assist us in our assessment of your suitability for the role.
• We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
• Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.
• The recruiting manager will review your skills and experience to determine if there is a match with the position you have applied for. If there is, we will contact you by phone or email to schedule an interview / assessment. If not, you will not be contacted.
• Successful applicants will be required to provide evidence of their Right to Work in the UK evidence of essential qualifications, complete a health questionnaire and undertake a DBS check (if relevant to the role and if not already in place).

We appreciate your interest in the role and the time you have invested in applying.

The Trust invites applications from all members of the community, irrespective of Gender, Gender reassignment, Sexual orientation, Race, Religion or belief, Disability, Age, Pregnancy and maternity, Marriage and civil partnership.