An exciting opportunity has opened at Your Housing Group for experienced professionals with excellent communication skills to join as a Customer Care Service Manager. Qualified candidates are encouraged to apply.
About the Company
Your Housing Group, a registered social housing landlord, is committed to providing safe and affordable homes for people at every stage of life. Managing over 29,000 properties across the North, the organization offers a range of housing options, including social rent, affordable rent, shared ownership, outright sale, and private rent. Passionate about housing, Your Housing Group is dedicated to expanding its reach to serve more individuals. The organization’s core values—honesty, reliability, care, respect, and fairness—guide every aspect of its work.
Position: Customer Care Service
Salary: £50,830-£63,841
Job Type: Full Time
Location: Remote (Warrington)
About the Role
This is an exciting opportunity for an experienced Customer Care Service Manager to join our dynamic and motivated Customer Care Team.
We are seeking a seasoned Service Manager to lead and implement our new Customer Care Team, dedicated to supporting vulnerable customers in accessing our services and ensuring adherence to company policies. Additionally, this role involves leading a centralized Complaints Team, delivering a responsive and professional service to all customers.
As a Service Manager, you will be an experienced Housing Management professional with plenty of senior level experience of leading multi-functional customer service teams.
You will be homebased, ideally living in Warrington, as it is essential you live within a reasonable travelling distance of our Head Office in Birchwood, Warrington, to attend the office for meetings and training courses as required.
If you’re passionate about making a real difference in the lives of both customers and colleagues, and you’re eager to be part of a team driving positive change, we want to hear from you.
Main Duties
- You will oversee liaising with the Housing Ombudsman Service and external bodies as required and ensure timely and accurate responses to their enquiries and requests.
- While leading the Customer Care and Customer Resolution team you will promote a personal and inclusive approach to liaising with customers allowing for a prompt and effective service to resolve the customers complaints.
- In this role you will also be responsible for the strategic analysis of complaint trends, putting together improvement plans and supporting the teams learning, leading to improvements in service.
- You will lead on the introduction, development and ongoing management of a Customer Care Team who will Triage cases to support our vulnerable customers in accordance with our Vulnerability, Support for Customers & Reasonable Adjustments Policy.
- This is to include the provision of training, guidance, and support to staff in accordance with this policy, as well as implementation of new systems to support the improvement of services and data analysis.
- In addition to the above you will embrace the culture of continuous improvement to support Value for Money throughout the organisation and have a passion for doing things right first time.
Qualifications
- Operated at a senior management level within a Registered Provider environment.
- Experience of leading successful multi-disciplinary teams
- Experience managing a large team, delivering support for customers and extensive experience of managing complaints.
- Demonstrate experience of delivering a high performing service
- Experience of budget setting and financial control
- Experience of designing and shaping services
Ideally you will be…
- Experienced at dealing with vulnerable individuals and handling sensitive subjects.
- Be focused on providing the best quality of service to all customers.
- This role is really suited to someone who likes to support and lead a vibrant team while making a positive difference within the community.
Benefits
- In return we offer £50,830-£63,841 for a 35 hour week, and 25 days annual leave (holidays also increase with time served) plus Bank Holidays.
- We offer a home working culture, giving you more time at home, no more daily commute or the expense that comes with that. However, we know that those social interactions with your teammates are also important, so we have a state-of-the-art collaboration space based in Birchwood, Warrington (which you’ll need to be able to comfortably commute to when needed for team days, meetings, and training etc).
-  We’ll provide you with a great benefits package, including a contributory pension where we match whatever you choose to contribute (up to 8%)
- An advanced level Healthcare cash plan through BHSF, that doesn’t just provide dental and optician cashback but also health and wellbeing benefits (such as 24/7 GP Access
- Money back from prescriptions and alternative therapy treatments) and an amazing discount scheme that gives you access to half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.
Required Documents
- CV/Resume
- Cover Letter
Application Process
Interested and qualified candidates should kindly CLICK HERE to learn more and apply
Application Deadline
September 12, 2024