Customer Services Manager in Dundee

Role: Customer Services Manager
Salary: EVH Grade £48,597 – £51,075
Contract: Full time
Hours: 35 hours (across 5 days)
Location: 18-20 Market Street, Haddington

Overview

East Lothian Housing Association is a growing organisation that builds and manages a range of properties to meet a variety of needs in East Lothian. We have an exciting opportunity for an enthusiastic individual, passionate about excellent customer services and helping others, to lead a new Customer Services Team.

Responsibilities

The postholder will

• develop and manage a team of high-performing Customer Advisers responsible for ensuring that our customers get accurate information and advice on housing, repair and maintenance related issues, who administer our Digital Lettings Service and who provide administrative support to the Housing & Asset Management Teams;
• manage day to day operations in line with regulatory requirements and embed a strong customer focused culture within the organisation, ensuring services are accessible, inclusive and responsive to diverse customer needs;
• manage the complaints function to deliver timely, empathetic and high quality responses, and use insights to drive service improvement;
• work collaboratively across departments to identify delivery challenges, problem solve, and implement solutions to ensure high levels of customer satisfaction and that objectives are met.

About You

You will be a confident people manager who supports and develops their team, with 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 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 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 the ability to turn customer feedback into practical improvements.

Why Join Us

We are a values-led organisation where customer experience truly matters, and this role provides an opportunity to make a real and positive difference to the lives of our tenants and other service users.

Benefits

We are a friendly and supportive organisation that offers generous conditions and a great work/life balance. Some of the benefits include:

• 30 days annual leave plus public holidays
• Flexible working
• 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.

How To Apply

If you have the necessary skills and experience and you would like to work in an innovative and fast moving environment, please complete an application via our website: Customer Services Manager – East Lothian Housing Association

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 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. Scottish Charity No: SC028900.