Customer Operations Lead

Do you thrive in a fast-paced environment and have a passion for exceptional customer service?

Are you looking for a new challenge?

Do you like to make a difference?

If this sounds like you, this could be the perfect role for you.

We are a not-for-profit housing association dedicated to offering quality and affordable homes in the North of England. With a portfolio of 5,000+ homes, we currently house 7,000+ customers across the North West, North East, Yorkshire and Derbyshire.

We’re looking for someone who will be able to:

• Take ownership of service performance within the Customer Experience team and action to resolve problems first time.
• Respond to feedback in a timely manner, always striving to improve customer satisfaction.
• Drive continuous improvement and create an environment where colleagues thrive and deliver an outstanding customer experience through a variety of channels, across all tenures.
• Perform call coaching for colleagues in order to provide first point resolution and development of the team.
• Lead, coach, develop and motivate colleagues through team meetings, check-in’s and 1-2-1’s.
• Continuously develop and review team procedures to ensure compliance with legislation and best practice.

So now you’ve heard a bit about what you’ll do, let us tell you a bit about the team - it’s important to know who you might be working with, right?

Our Team

We are a close-knit team of eleven based at our great innovation Hub in Cheadle. We’re led by Vikki, our Customer Operations Manager, and as well as providing support to the organisation and our customers, we support each other too. We work hard but we also like to have fun!

About You

We’re looking for someone who holds a Level 4 CIH qualification and who has experience of working within a fast-paced customer service environment. You’ll bring knowledge of the housing sector to include leasehold, income, and allocations, and be able to lead your team to ensure the highest possible standard of service is being delivered. You’ll enjoy working at pace, be an excellent communicator and put customers at the heart of everything you do.

You’ll be comfortable working with colleagues across the business in an environment focused on continuous improvement and digital innovation.

If you think you’ve got most of what we are looking for, but not everything, we’d still love to hear from you.

And the benefits of working for us?

We work in a completely agile way, you can work from home as well as your main place of work, as long as our customers and colleagues are put first. You’ll also have a degree of flexibility, so you can attend the important things in life. Whether that’s a gym class you’d love to attend, your child’s school play or maybe it’s just that you’ve got a ‘delivery’, we will work with you to be flexible.

We offer a fantastic holiday allowance of 33 days per annum (including statutory holidays) which rises to 38 days after 5 years’ service. We can offer you a 35-hour working week, an enhanced 5% employer contribution pension scheme and a recognition scheme with both financial and non-financial rewards such as gift vouchers, early finishes or even a later start.

We understand how important having a safe, affordable and comfortable home is, and the difference it can make. We pride ourselves on ensuring our properties support and help people live well and independently for longer. Our mission is to help all our customers to live longer and live better, in a place that they are proud to call home.

Why don’t you visit our careers site to find out more about us, the role and what we can offer you.

We reserve the right to bring the closing date forward should we get enough quality applications.

You may have seen or heard of the exciting news that we have recently joined Sanctuary Housing as a subsidiary. Sanctuary are one of the largest housing associations in the country with over 120,000 homes and like Johnnie Johnson, has been in operation for over 50 years.

We have introduced a condensed 4.5 day working week for colleagues, which means our offices close, and we finish working at 1pm on a Friday. We believe this is a great extension to our already flexible ‘My Lifestyle’ approach.

This way of working has been endorsed by Sanctuary and will continue until we are fully integrated into their organisation, at which point Sanctuary will review this way of working.