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- Tasks: Lead and develop customer services, resident engagement, and communications for a housing charity.
- Company: Values-led housing charity focused on providing affordable homes for single women.
- Benefits: Competitive salary, hybrid work, and opportunities for professional growth.
- Why this job: Make a real difference in the lives of residents while leading a passionate team.
- Qualifications: Experience in customer service management and strong communication skills required.
- Other info: Join a dynamic organisation with a commitment to equality and resident wellbeing.
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.
Customer Services Manager in London 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 in London
✨Tip Number 1
Get to know the organisation inside out! Research their values, mission, and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. It’s all about making those connections!
✨Tip Number 3
Prepare for situational questions! Think of examples from your past roles where you've demonstrated leadership, problem-solving, and customer service excellence. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Services Manager in London
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 the role. Plus, it’s super easy to do!
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 your proactive approach and solutions-focused mindset.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially around handling complaints and improving services. Think of specific situations where you've turned resident feedback into actionable improvements, and be ready to discuss them.
✨Highlight Your Communication Skills
Strong communication is key in this role. Be prepared to discuss how you've built relationships with residents and colleagues, and how you've effectively communicated complex information. Practise articulating your thoughts clearly and confidently.
