At a Glance
- Tasks: Manage customer enquiries and support operational teams in London boroughs.
- Company: Dynamic organisation focused on customer service and community engagement.
- Benefits: Generous annual leave, pension scheme, wellbeing support, and employee discounts.
- Other info: Join a supportive team with a focus on inclusion and professional growth.
- Why this job: Make a real difference in customer experiences while developing your career.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 59291 - 59291 £ per year.
We are recruiting a 12‑month Regional Customer Services Manager (RCSM). The RCSM reports to the Regional Director for Housing London and covers the London boroughs of Tower Hamlets and Hackney. The role involves managing complex or longstanding enquiries and external stakeholder escalations, supporting operational teams, and implementing regional customer engagement strategies.
Responsibilities
- Deliver a responsive and customer‑focused service in line with our customer and corporate strategies, acting as an advocate for customers and seeking to deliver a positive outcome in response to complaints, high‑profile issues and enquiries.
- Take ownership and accountability for ongoing, timely and effective communication with customers, identifying customer needs and expectations.
- Oversee the provision of high quality, detailed and comprehensive responses to customer and external stakeholder enquiries (including MPs, the Ombudsman), ensuring a "right‑first‑time" approach.
- Support the operational teams and the Regional Director to build effective working relationships with stakeholders, delivering proactive communications to update relevant information and service improvements.
- Update and maintain all manual and computerised records in an accurate and timely manner to ensure compliance with the Group’s Record Management and Data Protection policies.
Qualifications
- Recent experience in a similar role.
- Significant experience of handling complaints.
- Proven experience of prioritising workloads and an ability to deliver against deadlines.
- Knowledge and understanding of the political landscape of the region.
- Significant experience of providing verbal and written communications to a variety of audiences.
- Proven experience of analysing and diagnosing problems and implementing solutions.
- Experience of analysing information and producing reports and recommendations.
Benefits
- 25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata).
- A pension scheme with employer contributions.
- Life Assurance.
- Employee Advice Service including counselling.
- Cycle to Work scheme.
- Voluntary health plans.
- Employee discounts.
- Wellbeing support and tools.
- Employee recognition scheme.
- Staff Networks focusing on inclusion.
Salary: £59,291.
Regional Customer Service Manager employer: Sanctuary Group
As a Regional Customer Service Manager with us, you will thrive in a supportive and inclusive work culture that prioritises employee wellbeing and professional growth. Our commitment to delivering exceptional customer service is matched by our dedication to your development, offering extensive training opportunities and a generous benefits package, including up to 30 days of annual leave and a robust pension scheme. Join us in making a meaningful impact in the vibrant communities of Tower Hamlets and Hackney, where your contributions will be valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Regional Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work in customer service roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service management. Think about how you’d handle complaints and stakeholder escalations, and be ready to share your success stories.
✨Tip Number 3
Showcase your communication skills! During interviews, make sure to demonstrate how you can effectively communicate with various audiences. Use examples that highlight your ability to deliver clear and comprehensive responses.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Regional Customer Service 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 the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills:Since this role involves a lot of communication with customers and stakeholders, it’s crucial to demonstrate your verbal and written communication prowess. Use clear, concise language and provide examples of how you've effectively handled enquiries or complaints in the past.
Highlight Problem-Solving Experience:We love candidates who can analyse issues and implement solutions. Share specific instances where you’ve diagnosed problems and successfully resolved them, especially in a customer service context. This will show us you’re proactive and capable!
Apply Through Our Website:Don’t forget 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 gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Sanctuary Group
✨Know Your Stuff
Make sure you’re familiar with the role and the company’s customer service strategies. Research the political landscape of Tower Hamlets and Hackney, as well as any recent news or issues that might affect customer service in those areas. This will show that you’re not just interested in the job, but also in the community.
✨Showcase Your Experience
Prepare specific examples from your past roles where you successfully handled complaints or complex enquiries. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you demonstrate your problem-solving skills and ability to deliver a 'right-first-time' approach.
✨Communicate Clearly
Since the role involves a lot of communication with various stakeholders, practice articulating your thoughts clearly and concisely. Be ready to discuss how you would keep customers informed and engaged, especially when dealing with high-profile issues or escalations.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. This could be about the team dynamics, the challenges they face in customer service, or how they measure success in this role. It shows your genuine interest and helps you assess if the company is the right fit for you.
