Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and develop a high-performing customer service team in a dynamic environment.
- Company: Join emh, a leading provider of affordable homes and support services in the East Midlands.
- Benefits: Enjoy 39 days annual leave, flexible working options, and a competitive salary.
- Why this job: Make a real impact on customer experience while championing diversity and innovation.
- Qualifications: Experience in managing customer service teams within social housing is essential.
- Other info: Be part of a values-driven organisation committed to integrity and excellence.
The predicted salary is between 66000 - 88000 £ per year.
Memorial House, Coalville, Leicester
£77,000 per annum
Permanent
Full time (35 hours per week, hours are flexible to suit business needs and to be worked between 8am – 6pm)
We are looking for a dynamic leader who has significant experience in managing customer service teams, ideally within a social housing environment to become our new Head of Customer Service. The main purpose of this role is to lead, manage and develop a high performing, effective and efficient customer service. We want our teams to be recognised by customers for providing outstanding customer service, whilst creating and driving digital delivery, innovation and customer journey improvements with customers.
About the role
We are looking for a strong leader who can oversee the day-to-day operations, managing the customer services leadership team, ensuring compliance with policies while achieving clear performance measures. The successful candidate will develop a deep understanding of our customers and tailor services to meet their needs, and champion new ideas for service improvements based on timely feedback from customers and colleagues. The Head of Customer Service will empower the team, creating a collaborative environment that celebrates diversity and encourages colleagues to thrive. They will maintain strong relationships with stakeholders and collaborate with Heads across emh to optimise our customer experience.
Our ideal Candidate
We are looking for someone who has a strong background in managing operational customer service teams within the social housing sector, with a clear understanding of the wider issues affecting social housing and a commitment to exceptional customer service. Our ideal candidate will be a strong communicator, capable of driving change and fostering a culture of continuous improvement. You should have a passion for delivering exceptional service and a genuine commitment to making a real difference to the lives of our residents. The successful candidate will be able to demonstrate their ability to motivate teams and achieve targets in a quality-led and compliant environment. You will have the opportunity to lead a talented team, champion equality, diversity, and inclusion, and make a significant impact on the customer experience. If you are ready to take on this exciting challenge and help us deliver extraordinary customer service, apply today!
About us
emh is one of the largest providers of affordable homes and support services in the East Midlands. We pride ourselves in providing high quality homes and services that contribute to sustainable communities. Our vision is to be the best social housing and care business in the country, leading the market as service provider and employer.
Our values
Our values are important to us and we’re looking for people who can help live our values of Integrity, Diversity, Openness, Accountability, Clarity and Excellence.
Company Benefits
- Competitive salary
- 39 days’ annual leave (including statutory days), increasing to 44 days with length of service (pro-rata for part time)
- Contributory Social Housing Pension Scheme (your contributions are matched by emh up to 8%)
- Health Cash Plan and Enhanced Employee Assistance Program (Provided by BHSF)
- A wide range of training and development opportunities (we are an Investors in People accredited organisation)
- Opportunities to work flexibly and from home, where the business need allows
We reserve the right depending on application numbers to close or extend the closing dates for positions, we would therefore recommend an early application.
Head of Customer Service employer: emh group
Contact Detail:
emh group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service
✨Tip Number 1
Familiarise yourself with the social housing sector and its current challenges. Understanding the specific issues that affect residents will help you demonstrate your commitment to exceptional customer service during any discussions.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed customer service teams in the past. Be ready to discuss how you empowered your team and fostered a culture of continuous improvement.
✨Tip Number 3
Network with professionals in the social housing sector. Engaging with others in the field can provide insights into best practices and may even lead to valuable connections that could support your application.
✨Tip Number 4
Prepare to discuss innovative ideas for enhancing customer service delivery. Think about how digital tools can improve the customer journey and be ready to share your vision for implementing these changes.
We think you need these skills to ace Head of Customer Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing customer service teams, particularly within the social housing sector. Use specific examples that demonstrate your leadership skills and commitment to exceptional customer service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for delivering outstanding customer service. Mention how your values align with those of emh, and provide examples of how you've driven change and fostered a culture of continuous improvement in previous roles.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements that reflect your ability to lead high-performing teams. This could be improvements in customer satisfaction scores or successful implementation of new service initiatives.
Showcase Your Communication Skills: As a strong communicator is essential for this role, ensure your application reflects your ability to engage with diverse stakeholders. Use clear and concise language, and consider including examples of how you've effectively communicated with teams and customers in the past.
How to prepare for a job interview at emh group
✨Showcase Your Leadership Skills
As a Head of Customer Service, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully managed teams in the past, focusing on how you empowered your team members and fostered a collaborative environment.
✨Understand the Social Housing Sector
Make sure to research the social housing sector thoroughly. Be ready to discuss current challenges and trends, and how your experience aligns with the needs of the organisation. This will show your commitment and understanding of the role.
✨Emphasise Customer-Centric Innovations
Highlight any initiatives you've led that improved customer service delivery or enhanced the customer journey. Discuss how you used feedback to drive change and innovation, as this aligns with the company's goal of providing outstanding service.
✨Align with Company Values
Familiarise yourself with the company's values of Integrity, Diversity, Openness, Accountability, Clarity, and Excellence. Be prepared to discuss how you embody these values in your work and how you can contribute to their culture.
