At a Glance
- Tasks: Lead and improve customer services, ensuring residents' voices shape our policies.
- Company: Join Berneslai Homes, a people-focused organisation managing 18,000 homes.
- Benefits: Competitive salary, agile working, excellent pension, gym discounts, and training opportunities.
- Other info: Join a diverse team committed to equal opportunities and community engagement.
- Why this job: Make a real impact in a fulfilling role that enhances community services.
- Qualifications: Experience in complex complaint handling and customer service management required.
The predicted salary is between 51356 - 54495 £ per year.
At Berneslai Homes, we manage around 18,000 homes on behalf of Barnsley Council, going beyond housing to support residents and create thriving, sustainable communities. Guided by our 3 Cs values Customer first, Can do, and Curious, we are committed to delivering high-quality services that put people at the heart of everything we do.
We are now looking for a Customer Services Manager to join us on a permanent, full-time basis, working 37 hours per week.
The Benefits
- Salary of £51,356 - £54,495 per annum
- Agile working packages
- Excellent pension scheme
- Discounted gym membership
- Health & wellbeing checks
- Fantastic training and development opportunities
This is a terrific opportunity for an experienced customer service leader with expertise in complex complaint handling and continuous service improvement to join our people-focused organisation. We’ve just been awarded a C1 grading from the Social Housing Regulator for our work as landlords, and you’ll have the chance to continue our track record of success and deliver the highest level of consumer standards. What’s more, you’ll join an organisation where 88% of colleagues find their work fulfilling and rewarding, with agile working, excellent training and development opportunities and a strong pension supporting you along the way.
As a Customer Services Manager, you will lead and continuously improve our customer services while ensuring residents have a strong voice in shaping our services, policies and strategies. You will jointly lead the delivery of the Resident Insight and Engagement Strategy and the Customer Services Tenant Influence Panel, using customer insight and good practice to drive improvements. As the operational lead for compliance with the Housing Ombudsman Complaint Handling Code, you will ensure effective complaint handling, reporting and organisational learning. Working closely with colleagues and key stakeholders, you will also help ensure customer information and services are accessible, inclusive and responsive to residents' needs.
Additionally, you will:
- Develop and review key customer strategies and policies
- Support organisational learning from customer insight surveys
- Oversee translation services and reasonable adjustments
- Work with Communications to provide accurate and accessible customer information
About You
To be considered as a Customer Services Manager, you will need:
- Experience handling and resolving sensitive and/or complex complaints across a diverse service area
- Experience of organisational customer service management, achieving continued service improvement
- Experience working in a fast-paced environment
- Strong knowledge of legislation and codes of practice, specifically relating to The Housing Ombudsman Code and the Consumer Standards issued by the Regulator for Social Housing
- The ability to develop and manage a high-performance culture
- The ability to effectively manage budgets
- The ability to travel as necessary to meet the needs of the post
- A Chartered Institute of Housing professional qualification or HND/equivalent in housing, customer services, or business management, or substantial experience at this level in a complaint handling capacity
Please note, this post requires a Basic Criminal Record Check.
Webrecruit and Berneslai Homes are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.
So, if you’re ready to take your next step as a Customer Services Manager, please apply via the button shown.
Customer Services Manager in Sheffield 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 in Sheffield
✨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 in Sheffield
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.
