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- Tasks: Lead and develop customer services, resident engagement, and communications for a housing charity.
- Company: Values-led housing charity focused on providing affordable homes for single women.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Why this job: Make a real difference in the lives of residents while leading a passionate team.
- Qualifications: Experience in customer service management and strong communication skills required.
- Other info: Join a dynamic organisation with a commitment to equality and resident wellbeing.
The predicted salary is between 42000 - 58000 £ per year.
We are seeking an experienced customer service leader to drive high quality resident-focused services within a values-led housing charity.
Salary: £50,000
Location: Hybrid, Hammersmith London
Hours: Full time, 35 hours per week including mandatory office day on Tuesdays
Contract: Permanent
Closing date: Wednesday 24 December
Interview date: Thursday 8 January, Hammersmith
About the Role
As Customer Services Manager, you will lead and develop the charity’s customer services, resident engagement and communications functions. Your work will help deliver the organisation’s mission of providing safe, secure and good quality affordable homes for single women across London.
Reporting to the Director of Operations and managing a team that includes Customer Service Advisors, a Resident Engagement and Resolutions Officer and a Communications Officer, you will ensure services are consistent, resident centred and delivered right first time.
Key responsibilities include:
- Leading customer services, resident engagement and communications across the organisation
- Ensuring prompt, high quality responses to all queries related to repairs, estates and tenancy management
- Developing effective systems for complaints handling that reflect the charity’s Complaints Policy and Housing Ombudsman principles
- Maintaining up to date knowledge of legislation, regulatory standards and best practice
- Monitoring contractor performance and holding regular review meetings
- Producing performance reports and using data to identify improvements
- Embedding learning from resident feedback into service design
- Managing budgets, approving invoices and overseeing repair authorisations
- Supporting organisation wide planning as part of the Extended Management Team
- Providing clear leadership, managing performance and encouraging collaboration across teams
About You
You will be an experienced people manager with a passion for delivering excellent customer service. You will bring a proactive, solutions focused approach and the ability to lead a team through growth and improvement.
Essential skills and experience include:
- Strong experience in a customer focused management or supervisory role
- Knowledge of responsive repairs or property maintenance
- Experience handling complaints and producing clear written responses
- Strong communication, relationship building and presentation skills
- Competence in MS Office with good analytical and reporting abilities
- Ability to interpret customer insight and performance data to drive service improvements
- A collaborative leadership style with a commitment to equality, diversity and resident wellbeing
- A background in social housing is helpful but not essential. A positive attitude, professional curiosity and a commitment to delivering great services are what matter most.
About the Organisation
The organisation provides affordable, safe and good quality homes for single women across London, with almost 1000 properties and the largest sheltered housing provision for single women in Kensington and Chelsea. With a proud history dating back to 1920, the organisation is driven by strong values, a resident first approach and a commitment to championing women’s housing needs. These are exciting times, with over 160 new homes in development and a continued focus on delivering excellent services.
Other roles you may have experience of could include: Customer Service Lead, Resident Services Manager, Housing Services Manager, Customer Experience Manager, Repairs Service Manager, Tenant Engagement Manager.
Customer Services Manager employer: NFP People
Contact Detail:
NFP People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Manager
✨Tip Number 1
Get to know the organisation inside out! Research their values, mission, and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role of Customer Services Manager. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Customer Services Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service management. We want to see how your skills align with our mission of providing excellent resident-focused services.
Showcase Your Leadership Skills: As a Customer Services Manager, you'll be leading a team. Use your application to demonstrate your leadership style and any successful projects you've managed. We love seeing examples of collaboration and team growth!
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so make sure your points are easy to understand and directly related to the role. Avoid jargon unless it's relevant to the housing sector.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at NFP People
✨Know the Organisation Inside Out
Before your interview, take some time to research the charity's mission and values. Understand their approach to resident engagement and how they deliver customer services. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect to be asked about specific situations you've faced in previous roles. Think of examples where you've successfully handled complaints or improved customer service. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and concisely.
✨Showcase Your Leadership Style
As a Customer Services Manager, your leadership style is crucial. Be ready to discuss how you motivate and develop your team. Share examples of how you've fostered collaboration and driven performance improvements in past roles, highlighting your commitment to equality and diversity.
✨Demonstrate Analytical Skills
Since the role involves using data to drive service improvements, be prepared to discuss your experience with performance reporting and analysis. Bring examples of how you've used data insights to enhance customer service or resolve issues, showcasing your analytical mindset.
