At a Glance
- Tasks: Lead customer service initiatives and enhance resident engagement strategies.
- Company: Join Berneslai Homes, a forward-thinking social housing provider in Barnsley.
- Benefits: Enjoy agile working, excellent pension, gym discounts, and training opportunities.
- Other info: Diverse workplace with a commitment to employee well-being and continuous improvement.
- Why this job: Make a real difference in improving homes and communities while developing your career.
- Qualifications: Experience in customer service management and complaint handling is essential.
The predicted salary is between 51356 - 54495 £ per year.
Salary: £51,356 to £54,495
Working Arrangements: Full Time
Hours of Work: 37 hours per week
Status of Employment: Permanent
At Berneslai Homes, we strive to be an ambitious, forward-thinking social housing provider and employer. Working for us offers you a chance to play a real part in improving homes and communities throughout Barnsley. Managing around 18,000 homes on behalf of Barnsley Council, our '3 Cs' values are at the heart of all we do here - we promise to always put the Customer first, have a Can do attitude to make change happen, and stay Curious to make sure we get things right.
We're proud to announce that we are the first local authority to achieve the highest C1 grading from the Regulator of Social Housing following our recent inspection. This outcome means that we meet consumer standards as a landlord, identify when issues occur, and implement plans to prevent recurrence - demonstrating our commitment to providing high-quality homes and prioritising tenant safety, needs, and well-being.
The Customer Service Manager role: We're looking for an ambitious, motivated, and customer-focused individual to join our team as a Customer Service Manager. This exciting opportunity is perfect for someone who can be a joint operational lead on the delivery of our Resident Insight and Engagement Strategy, ensuring the resident voice is loud and actively influences and shapes services, policy and strategy and to be the lead officer of the Customer Services Tenant Influence Panel.
Within this role you will develop and ensure effective direction and continuous operational improvement of the service area under your portfolio through the regular review of good practice, performance and customer insight, policies, procedures, protocols, partnerships and legislative changes.
Key duties and responsibilities of our Customer Service Manager:
- Responsible for the development, implementation, operational management and review of the following cross-company key strategies, policies and services: Customer First Strategy, Complaint Policy, Compensation Policy and Reasonable Adjustment Policy, Resident Insight and Engagement Strategy Contact Centre Service.
- The operational service lead for ensuring compliance with legal duties under the Housing Ombudsman Complaint Handling Code, including the development and review of the Complaints Policy, regular self-assessments and action plans to provide assurance to the Executive Management Team, Board, Committee and the Council.
- Develop strong and effective relationships with Berneslai Homes' Board Complaint Champion and BMBC's Member Responsible for Complaints whilst ensuring we deliver effective organisational training for complaint handling and learning.
- Responsible for ensuring allocations balance the needs and safety of individual applicants with the wider community.
- Work in partnership with the Performance and Improvement Manager ensuring the effective delivery and organisational learning from our range of customer insight surveys including the TSM survey.
- Work in partnership with our Communications Team to develop, review and publish high-quality customer information that is accurate, accessible, inclusive and consistent across all channels, including forms, web content, online services.
- Responsible for our translation services and the delivery of our Reasonable Adjustment Policy ensuring we remove barriers for customers whilst supporting the delivery of customer aspects of our Be Inclusive programme.
What we're looking for in our Customer Service Manager:
- Chartered Institute of Housing professional qualification or HND/equivalent in housing, customer services, or business management, or evidence of substantial experience at this level in a complaint handling capacity.
- Strong knowledge of legislation and codes of practice relating to the remit of the post and specifically to The Housing Ombudsman Code and the Consumer Standards issued by the Regulator for Social Housing.
- Experience of handling and resolving sensitive and/or complex complaints across a diverse service area and of organisational customer service management achieving continued service improvement.
- Experience of working in a fast-paced environment with the ability to demonstrate a high degree of resilience.
- Proven ability to develop and manage a high-performance culture focused on continuous improvement.
- Ability to effectively manage budgets, ensuring value for money is achieved.
What you might be asking is, why work for us?
We are proud to put our people first! By joining Berneslai Homes, you will have access to a wide range of employee benefits including:
- Agile Working Package
- Excellent Pension Scheme
- Discounted Gym Membership
- Health & Wellbeing Checks
- Fantastic Training and Development Opportunities
For an informal discussion about this role, please contact Sarah Barnes, Head of Customer Services by emailing sarahbarnes@berneslaihomes.co.uk.
This post requires a Basic Criminal Record Check. CVs will not be accepted. Berneslai Homes values diversity in its workforce and encourages applications from all sectors of the community.
Customer Services Manager - 202609 in Barnsley employer: Berneslai Homes
At Berneslai Homes, we are dedicated to fostering a supportive and inclusive work environment where our employees can thrive. As an Assistant Finance Business Partner, you will not only contribute to the financial health of our organisation but also benefit from excellent training and development opportunities, a robust pension scheme, and a commitment to employee well-being through health checks and discounted gym memberships. Join us in making a meaningful impact on the lives of residents in Barnsley while enjoying a culture that prioritises collaboration and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager - 202609 in Barnsley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Berneslai Homes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Berneslai Homes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Manager - 202609 in Barnsley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Berneslai Homes:Your cover letter is your chance to shine! Tell us why you want to work at Berneslai Homes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Berneslai Homes!
How to prepare for a job interview at Berneslai Homes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
