At a Glance
- Tasks: Lead a dynamic customer contact service for housing tenants and leaseholders.
- Company: Join a forward-thinking organisation dedicated to enhancing tenant experiences.
- Benefits: Enjoy competitive salary, generous leave, flexible working, and health support.
- Other info: Embrace a culture of inclusivity and continuous professional development.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in customer contact services and strong team management skills required.
The predicted salary is between 25185 - 30000 £ per year.
Do you want to lead a customer contact service that delivers fast, friendly and effective support for tenants and leaseholders across all of our housing services? The Service Manager for Housing Customer Contact will develop a modern, multi‑channel contact service that resolves enquiries at the first point of contact, uses resident feedback and data to improve the customer experience, and supports strong connections between tenants and the full range of housing services.
Responsibilities
- Develop and deliver a comprehensive housing customer contact strategy, integrating telephony, digital, face‑to‑face and written channels.
- Lead and manage the housing customer contact service, ensuring high performance, compliance with standards and strong customer satisfaction.
- Ensure enquiries are resolved at the first point of contact wherever possible, reducing unnecessary handovers across services.
- Identify and analyse failure demand, using insight to support service‑wide improvement and efficiency planning.
- Lead process review and service redesign to improve customer experience and outcomes.
- Manage and develop CRM systems to provide a complete view of tenants, leaseholders and their homes.
- Lead or oversee out‑of‑hours housing contact arrangements, including emergency repairs, homelessness responses and security services.
- Lead the development of tenant engagement and involvement approaches to improve services and customer satisfaction.
- Manage complaints, compliments and learning (including Ombudsman outcomes) to drive continuous service improvement.
- Implement and oversee customer satisfaction measures, using feedback to inform service development.
- Lead workforce planning, coaching and development to build a skilled and customer‑focused team.
- Manage budgets and support financial planning, ensuring value for money and delivery of cost recovery plans.
- Ensure compliance with relevant regulatory, statutory and corporate requirements.
- Drive continuous service improvement through data‑led decision‑making, systems and process review and performance management.
Qualifications
- Strong knowledge of customer contact services, including performance standards, technologies and multi‑channel delivery.
- Experience leading customer contact services in a fast‑paced environment, driving performance and improvement.
- Proven ability to lead teams, manage performance and build a strong, customer‑focused workforce.
- Excellent communication and influencing skills, with experience working with partners, elected members and service users.
- Strong financial awareness, including budget management, cost control and delivering value for money.
- An approved Level 4 housing management qualification (or willingness to achieve within an agreed timeframe).
- A degree‑level qualification or equivalent experience demonstrating the ability to operate at the required level.
- Commitment to ongoing professional development in line with housing standards.
Benefits
- Competitive Salary reflecting your skills and experience.
- Outstanding Pension Scheme.
- Generous Annual Leave – 28 days, rising to 32 days after 5 years, with the option to buy up to 10 extra days.
- Flexible Working Hours – up to 26 flexi days per year subject to business needs.
- Hybrid & Flexible Working – support for a healthy work‑life balance.
- Learning & Development – wide range of training and progression opportunities.
- Health & Wellbeing Support – discounted gym memberships and mental health resources.
- Cycle to Work Scheme – tax‑efficient programme to help you save money and stay active.
- Electric & Hybrid Car Scheme – salary sacrifice vehicle programme after 12 months service.
- Exclusive Discounts & Salary Sacrifice – via VIVUP employee benefits platform, including discounts on shopping, travel, and services plus salary sacrifice options on white goods, electronics and more, after 6 months service.
Equal Opportunities
We are an equal opportunities employer and aim to create a workplace where our people feel a sense of belonging, are respected and empowered to do their best work. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria for the role.
Service Manager - Housing Customer Contact in Gateshead employer: Gateshead Council
Join a forward-thinking organisation that prioritises customer satisfaction and employee well-being in the heart of the community. As a Service Manager for Housing Customer Contact, you will benefit from a competitive salary, generous annual leave, and a commitment to professional development, all within a supportive and inclusive work culture that values your contributions. With flexible working options and a range of health and wellbeing initiatives, this role offers a meaningful opportunity to make a real difference in the lives of tenants and leaseholders while advancing your career.
