At a Glance
- Tasks: Lead customer service strategy and enhance customer experience across all services.
- Company: Award-winning social landlord in the heart of Glasgow.
- Benefits: Competitive salary, full-time hours, and a supportive work environment.
- Other info: Join a collaborative team focused on continuous improvement and digital transformation.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in customer service leadership and strong analytical skills.
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.
- Significant experience leading customer service or contact centre operations.
- A proven track record of improving customer satisfaction and service performance.
- 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; transferable leadership, customer service and change management experience from any sector is acceptable.
QC Group Customer Service Manager in Glasgow employer: Scottish Federation of Housing Associations
Queens Cross Housing Association is an exceptional employer, offering a supportive and collaborative work culture in the heart of Glasgow. With a strong commitment to employee development and a focus on delivering outstanding customer service, staff are encouraged to grow their skills and contribute to meaningful community outcomes. The organisation's dedication to digital transformation and continuous improvement ensures that employees are at the forefront of innovative practices in social housing.
Contact Details:
Scottish Federation of Housing Associations Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land QC Group Customer Service Manager in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Scottish Federation of Housing Associations. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Scottish Federation of Housing Associations before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace QC Group Customer Service Manager in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Scottish Federation of Housing Associations:Your cover letter is your chance to shine! Tell us why you want to work at Scottish Federation of Housing Associations specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Scottish Federation of Housing Associations!
How to prepare for a job interview at Scottish Federation of Housing Associations
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
