At a Glance
- Tasks: Lead customer service strategy and enhance customer experiences across the organisation.
- Company: Award-winning social landlord in Glasgow with a commitment to community.
- Benefits: Generous salary, 40 days leave, pension contributions, and flexible working options.
- Other info: Join a dynamic team focused on continuous improvement and customer satisfaction.
- Why this job: Make a real difference in customer service while leading positive change.
- Qualifications: Experience in customer service leadership and strong analytical skills.
The predicted salary is between 58490 - 61462 £ per year.
QC Group Customer Service Manager
Department: Finance and Corporate Support
Section: Business Support and Customer Contact
Salary: Grade 9, £58,490 - £61,462
Contract: Full-time, Permanent
Hours: Monday - Friday, 35 hours per week
Role Overview
Queens Cross Housing Association is an award-winning social landlord based in the northwest of Glasgow. With 4,355 properties adjacent to the city centre and West End and the Forth and Clyde canal running through, it is a place where people are proud to live and to work. Queens Cross Group includes a Registered Social Landlord, a property management subsidiary (Queens Cross Factoring) and a social enterprise which lets commercial property (Queens Cross Workspace).
Following an internal promotion, we are looking to appoint a Customer Service Manager to lead customer service across the Queens Cross Group. Reporting to the Director of Finance and Corporate Support, you will be responsible for delivering our Customer Service Strategy, ensuring every customer receives an outstanding experience regardless of how they choose to contact us.
Working closely with colleagues across the organisation, you will use customer insight, performance data and feedback to drive continuous improvement, influence decision-making and support the ongoing digital transformation of our customer services. You'll lead our frontline customer service and business support functions, developing high-performing teams while embedding a culture that puts customers first.
Key Responsibilities
- Lead the delivery of the QC Group Customer Service Strategy, ensuring an excellent and consistent customer experience across all services.
- Manage and develop frontline Customer Service and Business Support teams, promoting high performance, engagement and continuous improvement.
- Use customer feedback, complaints and performance data to identify trends and drive service improvements across the organisation.
- Champion digital transformation by developing customer-focused processes and maximising the use of CRM and other digital technologies.
- Work collaboratively with managers and stakeholders to influence service delivery, improve customer outcomes and embed a customer-first culture.
- Monitor customer service performance, ensuring service standards, KPIs and regulatory requirements are consistently achieved.
- Produce and present reports and insights to senior leaders, using data to support decision-making and shape future customer service improvements.
Essential Criteria
We’re looking for an inspiring leader who is passionate about delivering exceptional customer experiences and leading positive organisational change. You will bring:
- Significant experience leading customer service or contact centre operations.
- A proven track record of improving customer satisfaction and service performance.
- Experience leading and developing high-performing teams.
- Strong analytical skills with the ability to turn customer insight into meaningful service improvements.
- Experience implementing digital solutions and improving customer journeys.
- Excellent communication and stakeholder management skills with the confidence to influence at all levels.
- A collaborative approach and a genuine commitment to delivering excellent outcomes for customers.
- Experience within social housing is desirable but not essential. We are interested in candidates who can demonstrate transferable leadership, customer service and change management experience from any sector.
Full details of the role is available in the job description on our website, please click the Apply button now.
We Will
Provide a generous pay and reward package, including 40 days leave per year, 7% or 4% employer pension contribution, agile working options, green initiatives, family friendly policies, health & wellbeing commitment and much more.
How to Apply
Please click the Apply button now. Please note there is no fixed closing date for this vacancy. Applications will be considered as they are received, and we reserve the right to close the advert early if a suitable number of applications is received. Early application is therefore encouraged.
Customer Service Manager in Glasgow employer: Queens Cross Housing Association
Queens Cross Housing Association is an exceptional employer located in the vibrant northwest of Glasgow, offering a supportive work culture that prioritises employee wellbeing and professional growth. With a generous benefits package including 40 days of leave, flexible working options, and a commitment to health and wellbeing, we empower our staff to thrive while delivering outstanding customer service. Join us in making a meaningful impact in the community as we champion digital transformation and foster a customer-first culture.
Contact Details:
Queens Cross Housing Association Recruitment Team
