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For Companies At a Glance
- Tasks: Lead a team to provide top-notch customer service and manage daily operations.
- Company: Values-driven organisation focused on enhancing customer experience.
- Benefits: 30 days annual leave, pension scheme, remote work options, and employee support services.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in customer service and strong people management skills required.
- Other info: Friendly environment with a commitment to equal opportunities and work/life balance.
The predicted salary is between 36000 - 60000 £ per year.
The Role
We are looking for an experienced person to develop and manage a team of high-performing Customer Advisers responsible for ensuring that our customers get accurate information and advice on a range of housing, repair and maintenance related issues, who administer our Digital Lettings Service and who provide administrative support to the Housing & Asset Management Teams.
The postholder will be responsible for managing day to day operations in line with regulatory requirements and will play a key role in embedding a strong customer focused culture within our organisation, ensuring services are accessible, inclusive and responsive to diverse customer needs. They will manage our complaints function to deliver timely, empathetic and high quality responses, and use insights to drive service improvement.
As an effective member of our Management Team, the postholder will work collaboratively across departments to identify delivery challenges across the services, problem solve, and find solutions that mean we are giving the best service to our customers, aiming to ensure our objectives are met and that high levels of customer satisfaction are achieved.
About You
You will be a confident people manager who supports and develops their team, and will have a strong background in customer service, ideally within housing or a similar public facing environment. You will be highly motivated and passionate about improving outcomes for our customers, and skilled at balancing empathy with performance management.
With a strong understanding of complaints handling best practice and regulatory expectations, you will manage the complaints service and will take a calm empathetic approach in dealing with complaints, having the confidence to handle difficult and emotionally charged situations. You will possess strong analytical skills and have the ability to turn customer feedback into practical improvements.
Why Join Us
We are a values-led organisation where customer experience truly matters, and if you like helping others, this role provides an opportunity to make a real and positive difference to the lives of our tenants and other service users. We are a friendly and supportive organisation that offers generous conditions and a great work/life balance.
- 30 days annual leave plus public holidays
- A Defined Benefit Pension Scheme with employer contributions
- Employee Advice Service including counselling
- Simply Health Care Plan
All available from day one. 60% workplace attendance is normally expected each week with the option to work the remainder remotely.
If you would like a printed application pack, please telephone 01620 825032. Please note that CVs will not be accepted for this post.
Closing date for applications: Tuesday 10 February at 12 Noon. Interviews will be held week commencing 23 February 2026.
If you would like an informal chat about the job, please contact Karen Barry, our Director of Housing & Customer Services or email her at enquiries@elha.com.
As a Disability Confident Employer we’ll interview all disabled candidates who meet all of the essential requirements for the post. If you tell us that you’re disabled, we’ll ensure that we make reasonable adjustments during each stage of the recruitment and selection process and if you join us, to where and how you work.
ELHA is committed to Equal Opportunities.
Customer Services Manager in Haddington employer: Housing co
Contact Detail:
Housing co Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Manager in Haddington
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on our values and how we operate. This will help you tailor your responses and show us that you're genuinely interested in being part of our team.
✨Tip Number 2
Practice your people skills! As a Customer Services Manager, you'll need to demonstrate your ability to manage and support a team. Think of examples from your past experiences where you've successfully led a team or resolved conflicts.
✨Tip Number 3
Be ready to discuss complaints handling! We want to hear how you've dealt with difficult situations in the past. Prepare some stories that highlight your calm and empathetic approach to resolving customer issues.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us that you're proactive and serious about joining our team.
We think you need these skills to ace Customer Services Manager in Haddington
Some tips for your application 🫡
Show Your Customer Service Passion: Make sure to highlight your love for customer service in your application. We want to see how you’ve made a difference in previous roles, especially in housing or similar environments. Share specific examples that showcase your empathy and problem-solving skills!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your responses to our job description. We’re looking for someone who understands the importance of a customer-focused culture, so reflect that in your writing.
Be Clear and Concise: When filling out your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills. Avoid fluff – we want to know what makes you the right fit for us!
Apply Through Our Website: Remember, we only accept applications through our website, so make sure you submit yours there. It’s the best way for us to receive your details and ensures you’re considered for the role. Don’t miss out on this opportunity!
How to prepare for a job interview at Housing co
✨Know Your Stuff
Make sure you understand the role inside out. Familiarise yourself with customer service best practices, especially in housing. Brush up on the regulatory requirements and how they impact day-to-day operations.
✨Showcase Your People Skills
As a Customer Services Manager, your ability to manage and develop a team is crucial. Prepare examples of how you've successfully led teams in the past, focusing on empathy and performance management.
✨Prepare for Complaints Handling
Expect questions about handling complaints. Think of specific instances where you turned a negative situation into a positive outcome. Highlight your calm approach and analytical skills in using feedback for service improvement.
✨Emphasise Collaboration
This role requires working across departments. Be ready to discuss how you've collaborated with others to solve problems and improve customer satisfaction. Share examples that demonstrate your teamwork and communication skills.
