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- Tasks: Lead and develop customer services for a values-led housing charity.
- Company: A housing charity focused on providing safe homes for single women in London.
- Benefits: Competitive salary, hybrid working, and a chance to make a real difference.
- Why this job: Join a mission-driven team and help improve lives through excellent service.
- Qualifications: Experience in customer service management and strong communication skills.
- Other info: Exciting growth opportunities in a supportive and collaborative environment.
The predicted salary is between 42000 - 58000 £ per year.
We are seeking an experienced customer service leader to drive high quality resident-focused services within a values-led housing charity.
Salary: £50,000
Location: Hybrid, Hammersmith London
Hours: Full time, 35 hours per week including mandatory office day on Tuesdays
Contract: Permanent
Closing date: Wednesday 24 December
Interview date: Thursday 8 January, Hammersmith
About the Role
As Customer Services Manager, you will lead and develop the charity’s customer services, resident engagement and communications functions. Your work will help deliver the organisation’s mission of providing safe, secure and good quality affordable homes for single women across London.
Reporting to the Director of Operations and managing a team that includes Customer Service Advisors, a Resident Engagement and Resolutions Officer and a Communications Officer, you will ensure services are consistent, resident centred and delivered right first time.
Key responsibilities include:
- Leading customer services, resident engagement and communications across the organisation
- Ensuring prompt, high quality responses to all queries related to repairs, estates and tenancy management
- Developing effective systems for complaints handling that reflect the charity’s Complaints Policy and Housing Ombudsman principles
- Maintaining up to date knowledge of legislation, regulatory standards and best practice
- Monitoring contractor performance and holding regular review meetings
- Producing performance reports and using data to identify improvements
- Embedding learning from resident feedback into service design
- Managing budgets, approving invoices and overseeing repair authorisations
- Supporting organisation wide planning as part of the Extended Management Team
- Providing clear leadership, managing performance and encouraging collaboration across teams
About You
You will be an experienced people manager with a passion for delivering excellent customer service. You will bring a proactive, solutions focused approach and the ability to lead a team through growth and improvement.
Essential skills and experience include:
- Strong experience in a customer focused management or supervisory role
- Knowledge of responsive repairs or property maintenance
- Experience handling complaints and producing clear written responses
- Strong communication, relationship building and presentation skills
- Competence in MS Office with good analytical and reporting abilities
- Ability to interpret customer insight and performance data to drive service improvements
- A collaborative leadership style with a commitment to equality, diversity and resident wellbeing
A background in social housing is helpful but not essential. A positive attitude, professional curiosity and a commitment to delivering great services are what matter most.
About the Organisation
The organisation provides affordable, safe and good quality homes for single women across London, with almost 1000 properties and the largest sheltered housing provision for single women in Kensington and Chelsea. With a proud history dating back to 1920, the organisation is driven by strong values, a resident first approach and a commitment to championing women’s housing needs. These are exciting times, with over 160 new homes in development and a continued focus on delivering excellent services.
Other roles you may have experience of could include: Customer Service Lead, Resident Services Manager, Housing Services Manager, Customer Experience Manager, Repairs Service Manager, Tenant Engagement Manager.
Customer Services Manager employer: Women's Pioneer Housing
Contact Detail:
Women's Pioneer Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or customer service field. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for those interviews! Research the organisation's values and mission, especially their focus on resident wellbeing. Be ready to share how your experience aligns with their goals and how you can contribute to their mission of providing quality homes.
✨Tip Number 3
Showcase your leadership skills! During interviews, highlight specific examples of how you've led teams to improve customer service or handle complaints effectively. This will demonstrate your proactive approach and ability to drive improvements.
✨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 genuinely interested in joining our mission-driven team.
We think you need these skills to ace Customer Services 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 our mission of providing excellent resident-focused services.
Showcase Your Leadership Skills: As a Customer Services Manager, you'll be leading a team. Use your application to demonstrate your leadership style and any successful projects you've managed. We love seeing examples of collaboration and team growth!
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so make sure your points are easy to understand and directly related to the role. Avoid jargon unless it's relevant to the housing sector.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. Don’t miss out!
How to prepare for a job interview at Women's Pioneer Housing
✨Know the Organisation Inside Out
Before your interview, take some time to research the charity's mission, values, and recent developments. Understanding their focus on providing safe and affordable homes for single women will help you align your answers with their goals.
✨Showcase Your Leadership Skills
As a Customer Services Manager, you'll need to demonstrate your ability to lead and develop teams. Prepare examples of how you've successfully managed teams in the past, focusing on collaboration, performance management, and driving service improvements.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and customer service approach. Think of specific situations where you've handled complaints or improved service delivery, and be ready to discuss the outcomes and what you learned.
✨Highlight Your Analytical Abilities
Since the role involves monitoring performance and using data to drive improvements, be prepared to discuss your experience with data analysis and reporting. Share examples of how you've used insights to enhance customer service or operational efficiency.
