At a Glance
- Tasks: Lead customer service excellence and drive transformational change for our tenants.
- Company: Join Berneslai Homes, a top-tier housing management organisation in Barnsley.
- Benefits: Competitive salary, professional development, and a chance to make a real impact.
- Other info: Be part of a dynamic team committed to equality and inclusion.
- Why this job: Shape the future of customer service and create thriving communities.
- Qualifications: Senior leadership experience in housing or customer services is essential.
The predicted salary is between 68076 - 73366 £ per year.
Location: Barnsley, South Yorkshire
Salary: £68,076 to £73,366
Contract: Permanent
Closing Date: Monday 22 June 2026
Lead Customer Service Excellence at Berneslai Homes!
Are you an exceptional strategic leader with a passion for customer service excellence and organisational performance? Berneslai Homes is seeking a dynamic Head of Customer Services to join our Senior Management Team and play a pivotal role in delivering outstanding customer experiences, driving service improvement, and ensuring high quality services for our tenants and communities.
Who are we?
At Berneslai Homes we're responsible for managing around 18,000 homes on behalf of Barnsley Council. We support tenants and work together to create thriving communities. We're extremely proud that Barnsley Council, in partnership with Berneslai Homes, became the first local authority partnership in the UK to receive a top-tier C1 grading from the Regulator of Social Housing.
About the role
Berneslai Homes is looking for an exceptional Head of Customer Services to join our senior leadership team and play a pivotal role in shaping the future of customer service delivery across the organisation. This is a high-impact, strategic position where you will work closely with the Executive Management Team to deliver our Strategic Plan, champion the customer voice, and drive transformational change across customer services, engagement, insight, and lettings.
As our strategic lead for customer services, you will:
- Lead the development and delivery of customer-focused strategies, ensuring services are inclusive, accessible, and responsive
- Act as a customer champion, embedding the tenant voice at the heart of decision-making
- Ensure compliance with Consumer Standards, the Housing Ombudsman Code, and relevant housing legislation
- Provide expert advice and insight to the EMT, Board, and Council
- Oversee the Homeseeker Lettings Service and the strategic review of the Council's Lettings Policy
- Drive continuous improvement, innovation, and transformation across services
- Lead on the complaints strategy, ensuring effective resolution, redress, and learning
- Develop and deliver our Customer First, Resident Engagement, and Insight Strategies
- Monitor performance and customer insight data to inform strategic direction
- Lead, inspire and develop high‐performing teams and a positive, inclusive culture
- Manage significant budgets and resources, ensuring value for money
You will also deputise for the Executive Director of Customer and Estate Services when required.
What we're looking for
We need an inspirational and resilient leader who:
- Has significant senior leadership experience within housing, customer services, or a related sector
- Has strong knowledge of social housing regulation, allocations, complaints handling, and consumer standards
- Has a proven track record of delivering strategic change and service transformation
- Has excellent governance, risk management, and compliance expertise
- Can analyse complex data and translate insights into action
- Has outstanding communication and influencing skills, with experience engaging at Board level
- Is committed to equality, diversity, and inclusion
- Can lead high‐performing teams in a fast‐paced environment
- Has a relevant degree (or equivalent experience)
Why join us?
At Berneslai Homes, we're committed to creating safe, sustainable and vibrant communities. Joining us means you'll:
- Shape financial strategies and performance frameworks that directly improve services for tenants.
- Work with passionate, values‐driven colleagues in a forward‐thinking organisation.
- Enjoy a competitive benefits package and opportunities for professional development.
Head of Customer Services in Barnsley employer: Berneslai Homes
Berneslai Homes is an exceptional employer dedicated to fostering a culture of customer service excellence and community engagement in Barnsley, South Yorkshire. As a member of our Senior Management Team, you will have the opportunity to lead transformative initiatives that directly enhance tenant experiences while working alongside passionate colleagues in a supportive environment. We offer a competitive benefits package and robust professional development opportunities, making Berneslai Homes a rewarding place to advance your career in social housing.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Services in Barnsley
✨Tip Number 1
Network like a pro! Reach out to people in the housing and customer service sectors. Attend local events or join online forums where you can connect with industry professionals. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Berneslai Homes thoroughly. Understand their values, recent projects, and challenges they face. This will help you tailor your responses and show that you're genuinely interested in making a difference in their customer services.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've driven change and improved customer experiences in previous roles. Use metrics and outcomes to back up your claims – numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Berneslai Homes and contributing to their mission of creating thriving communities.
We think you need these skills to ace Head of Customer Services in Barnsley
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service excellence and strategic leadership. We want to see how your skills align with our mission at Berneslai Homes!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've driven service improvement or led successful teams. We love seeing tangible results that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who is not only qualified but also passionate about creating thriving communities. Show us why you care!
Apply Through Our Website:For the best chance of success, make sure to submit your application through our official website. It’s the easiest way for us to review your application and get back to you quickly!
How to prepare for a job interview at Berneslai Homes
✨Know Your Stuff
Before the interview, dive deep into Berneslai Homes' mission and values. Understand their approach to customer service excellence and how they engage with tenants. This knowledge will help you demonstrate your alignment with their goals and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare specific examples of how you've led teams and driven strategic change in previous roles. Highlight your experience in managing budgets, compliance, and performance metrics. This will illustrate your capability to lead high-performing teams and make a real impact at Berneslai Homes.
✨Emphasise Customer-Centric Strategies
Be ready to discuss your approach to developing customer-focused strategies. Share insights on how you've embedded the customer voice in decision-making processes and improved service delivery. This will showcase your commitment to enhancing tenant experiences and driving service improvement.
✨Engage with Insightful Questions
Prepare thoughtful questions about Berneslai Homes' current challenges and future plans. Asking about their strategies for resident engagement or how they measure success in customer service will not only show your interest but also give you valuable insights into their operations.
