Service Excellence Lead

description: £47,000 per annum plus additional benefits. 37 hours per week. Home-based, with the expectation of regular travel to various sites within our region (Dorset and Somerset). Fixed-term contract: 2 years Closing date for applications: 28.05.26 (Midday) Please be aware that we are unable to provide Visa Sponsorship against this role. Applicants must already have the legal right to work and reside in the UK without the need for Employer Sponsorship. At Magna, our vision is to create great homes together. We have ambitious plans, and are seeking creative, aspirational, and talented people to join our fast paced, adaptable, and highly collaborative environment.

The role & what you take care of: Are you passionate about driving meaningful change and putting the customer at the heart of everything you do? We are seeking a dynamic and proactive Service Excellence Lead to join our team, where you will play a pivotal role in shaping a customer-focused culture and championing best practice across the organisation. This role offers the opportunity to work collaboratively with colleagues at all levels, influence strategic transformation, and ensure that both internal and external service excellence remains at the forefront of our mission. If you thrive on building strong, unified relationships, challenging the status quo, and representing the voice of the customer, we would love to hear from you.

Design and Deliver Bespoke Training: Use Data and Insight to Drive Impact Analyse current performance, customer feedback, and service metrics to understand where we are and define where we want to be. Use this insight to shape training content and targeted interventions, ensuring progress is measurable and aligned with strategic goals. C reate Role-Specific, Engaging Programmes Develop tailored training for key teams—Housing Officers, Repairs, Contact Centre, Finance, IT, and others—ensuring relevance to their day-to-day challenges and responsibilities. Bring Customer Journeys to Life Embed storytelling, lived experience, and service design principles to deepen understanding of customer needs and behaviours, fostering empathy and service excellence.

Deliver Immersive and Flexible Learning Experiences Facilitate a mix of workshops, e-learning modules, and hands-on immersive sessions that challenge assumptions, shift mindsets, and build confidence in delivering outstanding service. Inclusive Service Design: Work closely with our digital and transformation teams to ensure inclusive service design across all customer-facing and internal services, ensuring services are accessible, trauma-informed, and responsive to diverse customer needs. Use insight and feedback to co-design improvements that remove friction and enhance experience.

What you need to be successful: Proven experience in customer experience, service design, or learning & development—ideally within housing, public services, or a regulated sector. Strong facilitation and communication skills, with the ability to engage diverse audiences. A deep understanding of trauma-informed, inclusive, and person-centred approaches. Ability to translate strategy into practical, impactful training and cultural initiatives. Empathy, creativity, and a relentless focus on improving lives through better service. Applicants with transferable skills are encouraged to apply.

For an informal discussion about this post, please contact: Dani Davies – Talent Acquisition Manager at: dani.davies@magna.org.uk or by mobile: 07528 974936 . To apply please follow the link attached to this advert. Magna reserves the right to close the vacancy early should sufficient applications be received. We therefore highly recommend that you submit your application early.

Magna Benefits: We pride ourselves on providing a good working environment and benefits. We look after those who work for us as we know that without the commitment of our colleagues, we would not be able to provide wide ranging services and support to our customers. Our extensive range of benefit details can be viewed on our website under each vacancy.