At a Glance
- Tasks: Lead a team to deliver top-notch customer service and enhance the customer journey.
- Company: Join Stockport Homes, a community-focused organisation transforming lives.
- Benefits: Flexible hybrid working, competitive salary, and opportunities for personal growth.
- Other info: Embrace diversity and be part of a supportive team culture.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in customer service management and a passion for helping others.
The predicted salary is between 30000 - 40000 £ per year.
Full Time, 37 hours per week
Work Pattern: Flexible/Hybrid Working
At Stockport Homes, we’re proud to be recognised for delivering excellent customer experiences and transforming lives across our communities. We’re now looking for a Customer Services Manager to join our Customer Experience Hub, leading a team that plays a crucial role in how customers access and experience our services.
The Role
As Customer Services Manager, you will lead and support a team of Customer Service Officers to deliver a high‑quality, responsive service across all access channels. You’ll ensure customer contacts relating to repairs, neighbourhood issues, anti‑social behaviour, housing options and rehousing are handled effectively, with a strong focus on accuracy, empathy and first‑time resolution. You will also be responsible for:
- Managing the day‑to‑day operations of the contact centre to ensure consistent, high‑quality service delivery.
- Monitoring performance and quality, using KPIs and customer feedback to drive continuous improvement.
- Coaching, developing, and motivating team members to build skills and confidence.
- Handling escalated queries and complaints, ensuring timely resolution and identifying learning opportunities.
- Working collaboratively with internal teams and external partners to ensure seamless service delivery.
- Maintaining compliance with policies, procedures and regulatory requirements, ensuring high standards of accuracy and data integrity.
- Contributing to service improvements and identifying opportunities to enhance the customer journey.
About You:
We’re looking for someone who:
- Has proven experience in leading and motivating a customer‑facing team.
- Delivers excellent customer service across multiple channels and can resolve complex enquiries.
- Uses performance data and KPIs to maintain standards and drive improvements.
- Communicates confidently and builds positive relationships with customers, colleagues and partners.
- Can make sound decisions under pressure and manage escalations effectively.
- Is organised, proactive and comfortable managing competing priorities.
- Has knowledge of housing‑related services (repairs, ASB, rehousing, neighbourhood issues, housing options) or can learn quickly.
- Is committed to accuracy, compliance and high standards of customer care.
- Is confident using contact centre systems, reporting tools and digital platforms.
The SHG “Be You” approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with SHG’s Values. We’re always looking to improve diversity within our teams to enhance this culture and to be truly representative of the communities we work in.
This role will be on Stockport Homes Limited terms and conditions.
We understand that if you don’t meet every requirement, you may be hesitant to apply but we still want to hear from you and encourage you to submit an application detailing your experiences, achievements, and the value you can bring to our team.
If you require any reasonable adjustments to complete your application, please contact the People & OD Team.
Please note that we do not accept applications through third-party websites. To ensure your application is reviewed, please apply directly through our careers page.
We encourage you to apply early! We may close the vacancy sooner if we find the right candidate.
Closing Date: 22nd March 2026
Interview Date: 1st April 2026
Customer Service Manager in Stockport employer: Stockport Homes Group
At Stockport Homes, we pride ourselves on fostering a supportive and inclusive work environment that prioritises employee growth and development. As a Customer Service Manager, you will benefit from flexible hybrid working arrangements, a strong emphasis on team collaboration, and the opportunity to make a meaningful impact in our community. Join us in delivering exceptional customer experiences while being part of a diverse team that values your unique contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Stockport
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Stockport Homes Group. 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 Stockport Homes Group 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 Customer Service Manager in Stockport
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 Stockport Homes Group:Your cover letter is your chance to shine! Tell us why you want to work at Stockport Homes Group 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 Stockport Homes Group!
How to prepare for a job interview at Stockport Homes Group
✨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.
