Who are we looking for?

This is an excellent opportunity to create an environment where a positive culture is embraced, and the service delivers excellent outcomes for tenants and colleagues.  We are looking for someone who:

• Has strong operational leadership of the customer services function, resulting in the team having the skills, experience and values to retain highest levels of customer satisfaction and performance across key areas of service delivery at all times.
• Can lead, develop, implement, and review the Customer Service Strategy and action plan for the organisation.
• Able to lead, motivate and inspire colleagues and staff.
• Able to deal professionally with confidential issues.
• Always demonstrates the following qualities: Champion customer focus, positive can-do attitude, proactive, flexible, accurate, calm under pressure, a team player and able to represent the Group positively and professionally.

This role will work alongside the other Managers within the directorate to identify delivery challenges across the service, problem solve, and find solutions that mean we are giving the best service to our customers. In addition, the Managers will work with the Heads of Service, and the Director of Housing and Communities to create an environment where a positive culture is embraced and the service delivers excellent outcomes for tenants and colleagues.

Our Customer Services Team

The Customer Services Team is responsible for providing excellent levels of customer service across our housing and maintenance functions, ensuring that tenants and other customers get accurate information and progress on issues affecting their tenancies, repairs, their community, and other housing and/or maintenance related issues.

The capturing of accurate, quality data is pivotal, especially in driving continuous improvement.

The Customer Services Manager will oversee responsibilities including:

• Support to the Maintenance team in the delivery of reactive repairs and contractor invoices
• Support to the Housing team in respect of rent, letting and ASB queries.
• General office administration such as mail management
• Supporting employees to deliver a high-quality, right first-time service.

Equality, Diversity & Inclusion

We value diversity in all its facets, including sex, disability, age, ethnicity, sexual orientation and gender identity.

When it comes to finding a diverse balance for our senior positions, we have decided to specifically address race equality. Candidates from ethnic minority backgrounds who fulfill the essential role criteria will be guaranteed an interview.

We are also committed to the Disability Confident Scheme. If you have a disability, you will be guaranteed an interview if you meet the essential role criteria.

Our Vision

To be part of happy, healthy, and prosperous valley communities, where everyone has a chance to live well.

Our Purpose

To provide great homes and support for the people who make up our communities.