Customer Service Operations Manager (Fixed Term)

We have a fantastic opportunity to join SNG (Sovereign Network Group) as Customer Service Operations Manager, on a fixed term basis for 12 months. You\’ll be based from our office in Hertfordshire. This role will combine office and home working to ensure a positive work/life balance.

At SNG we provide over 85,000 homes and invest in communities across London and the South of England – our purpose being to provide quality affordable homes and places that people love for generations.

The Role

You’ll lead the Customer Services team to deliver a consistent, high-quality service “right first time” for our customers and maintain high data quality in our customer data sources. You will lead customer services through a period of transformational change to ensure the centre‑led approach is embedded and consistently delivers a great customer experience across all channels.

Responsibilities include:

• Driving continuous improvement across Customer Services in line with best practice and delivering tangible benefits to the customer and the business
• Optimising customer contact across each channel, through a focused approach in meeting customer demand
• Ensuring the team deliver to KPI’s in line with the business and customer needs resulting in an exceptional customer experience
• Managing the Customer Contact team with a focus on articulating a clear vision, providing direction, and promoting a culture of accountability, high performance, and continuous improvement
• Ensuring clear and consistent data is captured relating to customer queries in line with GDPR guidelines, and using any data trends to support business decisions and continuous improvement

What we’re looking for

You should have previous experience in a similar role, with demonstrable experience of leading large customer services teams in a multi‑channel environment. You’ll also need:

• Ability to inspire, support and develop others to optimise their performance
• Experience in improving productivity performance and enhancing processes
• Evidence of excellent customer service achievements in a delivery environment
• Strong stakeholder management skills with demonstrable ability to engage and influence others to deliver the best outcomes
• Excellent communication, interpersonal & influencing skills
• Demonstrable track record of meeting deadlines and working effectively with others

Your Benefits

We have some great benefits at SNG, including:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and we values.

If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!