Customer Support Manager

At Salix Homes we are about so much more than just providing homes, we are passionate about delivering inclusive services and providing support to help our customers to live, grow and thrive.

We have a great opportunity for a Customer Support Manager to join our Communities team. The role is responsible for leading the delivery of our Customer Support Services and for the management of a team of four Customer Support Officers to make a positive impact on the lives of our most vulnerable customers.

We are looking for a person who is focussed on enabling excellent outcomes and support, so it is a great opportunity to help develop our services. You will be responsible for implementing effective complex case management and referral processes, whilst providing timely and appropriate levels of support. Having an in depth understanding of the challenges faced by living in disadvantaged communities, you will be experienced in building effective working relationships with a range of external agencies helping to deliver interventions to support our customers.

The Customer Support Manager will also play a critical role in providing leadership and direction around our safeguarding processes and legal obligations, playing an important role in protecting children and adults with care and support needs who are at risk of harm or abuse.

 The role - What I’ll be doing

If successful, the main duties of your role will include responsibility for providing management direction and leadership across all functions of the Customer Support team including:

• Developing our Customer Support policies and procedures.
• Ensuring that services are delivered in line with the legal and regulatory framework and for developing plans that ensure resources are targeted towards customer priorities.
• Developing external support agency referral processes, triage processes and management of waiting lists.
• Complex case management and case supervision with the management of cross cutting support cases to enable the team to achieve results and meet challenging targets.
• Accountability for the Safeguarding policy, procedure and identifying training requirements.
• Managing safeguarding referrals, completing Safeguarding s11 assessments and implementing recommendations.
• Delivering starter tenancy support for customers identified as having support needs at sign up.
• Lead on housing projects specifically designed to support vulnerable customers.

 What we’re looking for

• Someone with a wealth of knowledge and experience in leading the delivery of Customer Support services.
• An in depth understanding of the challenges faced by social housing tenants living in disadvantaged communities.
• A strong and experienced people manager with the ability to lead and motivate a team to effective and supportive outcomes.
• Someone who puts the customer central to decision making, is people focussed and passionate about providing proactive services.
• An enthusiastic and delivery focussed individual who is driven by improving the life experiences and levelling the playing field for our vulnerable customers.

What we offer as a company

• Annual Salary of up to £49,498
• Hybrid Working – a minimum of 2 days working in the office
• Up to 34 day’s holiday + bank holidays
• Flexi Time
• Flexible Working and Family friendly policies
• Generous Defined Contribution Pension Scheme
• Life Assurance worth 3 x annual salary
• Health Cash Plan which also provides a range of discounts including discounted gym membership
• An inclusive and positive colleague culture
• Accredited Good Employment Charter employer

Salix Homes are proud to have been awarded membership to the Greater Manchester Good Employment Charter and we will constantly strive to improve working conditions for our colleagues.

Salix Homes is an Equal Opportunities Employer and opposes all forms of unlawful or unfair discrimination. Our customers come from all walks of life, and so should we. As we’re interested in expanding our workforce diversity, we welcome all applications.

We’re proud members of the Armed Forces Covenant and Disability Confident scheme, we will therefore invite to interview any disabled candidates who demonstrate the minimum standards for the role. If you wish to be considered under as part of this scheme, please let us know by emailing us at peopleservices@salixhomes.co.uk

We want everyone to be able to perform to their best throughout the recruitment process so please let us know if you have any concerns or need any assistance or adjustments at any stage.