Customer Services Manager

Customer Services Manager Hundred Houses Society

Due to continued development this is an exciting time to become part of the award winning Hundred Houses Society team and contribute to their future improvement plans.

With an extensive history and a society based on philanthropic ethics, for nearly a 100 years. Hundred Houses Society exists to provide great value, low cost homes for the people of Greater Cambridge and constantly strives to deliver better customer service.  As well as focusing on delivering more new build homes, they are continually investing and modernising customer’s homes.

Our Customer Services Team offers a range of critical services to our customers, colleagues, contractors and other stakeholders. As the manager and leader of this team, you will be responsible for proactively managing and overseeing the creation and delivery of an excellent customer experience for customers and colleagues across agreed channels.

Responsibilities include:

• Lead a team to provide excellent Customer Services
• Provide a professional, first-point-of-contact response service
• Support the continual improvement of existing processes and work across the wider Operations Team by producing recommendations and plans for new ways of working
• Champion and co-ordinate the successful resolution of customer complaints within agreed policy and timescales, providing information to assist continuous improvement
• Support customers to access and complete more complex processes or those processes which some customers may find more difficult
• Develop  the Customer Service team to become multi-channel Customer Services experts
• Use customer insight and analytics to develop digital self-service options
• Provide information and feedback to colleagues to enable effective performance monitoring of contractors in their delivery of services against key performance indicators and terms of contracts
• Embed a data driven approach to improve service delivery to ensure customer voice and experience is at the heart of what we do
• Analyse team performance to implement service improvement plans
• Work within authorised budget limits and to agreed quality standards
• Provide a range of administrative services to support the organisation’s income recovery processes and minimisation of void property periods and bad debts

Experience and skills required:

• Significant experience of managing teams in a customer-facing role and running a customer contact service
• Experience of service improvement and digital development
• Experience of developing and evidence of innovation in developing customer facing services
• Awareness of the aims and objectives of social housing providers
• Understands professional boundaries
• Understands, and has experience of modern housing systems, their capabilities and how to maximise their efficiency

GCSEs in English and Maths or equivalent

Relevant housing or customer service qualifications to degree level or equivalent

Salary: £44,557 plus  28 days annual leave plus bank holidays and enhanced pension.