Customer Services Manager Agile Hybrid Homeworking (office base Norwich) Full time, 37 hours a week, Monday – Friday Starting Salary at £37,751 per annum, with future progression opportunities to £40,160Fixed Term Contract 9 months
About the Role
We have an exciting opportunity for a temporary Customer Services Manager to join our team.We are looking for an enthusiastic and motivated individual to develop and manage our Customer Service team, ensuring residents receive a high level of service.The role involves:
• The ability to review and enhance customer service processes to enable the team to work effectively, aligning to good practices and meeting all legal and regulatory requirements.• Monitor performance and complaints data and identify reasons for service failures, utilising learning to inform improvements. • Overall responsibility for the Customer Services Team to ensure Broadland achieves high level of customer satisfaction with line management responsibility for the Customer Services Supervisor. • Proactively seeks good practice within and outside the housing sector to make service improvements
For full details, please see the Job Description.
About You
The successful candidate will have:
• GCSE’s in English and Maths (Grade 4/C/Equivalent)• At least 3 years experience of leading and managing a customer service team• Significant people management experience demonstrating excellent coaching skills • Experience of working in a customer services environment dealing with multiple and varied queries s well as customer dissatisfaction.• Experience providing and monitoring performance data, and using that data to implement improvements• Excellent IT skills and ability to adapt to evolving IT systems
All staff and volunteers working for Broadland will always be expected to act in a manner that is consistent with our corporate values and behaviours.
About Us
Broadland Housing Association offers more than 5,700 quality homes across Norfolk and North Suffolk believing that everyone deserves a home that meets their needs; we offer a caring, effective and high-quality service that is fair to everyone. We are one of the top 25 top Housing Organisations to work for in the UK and feature in the top 50 organisations to work for in the East of England. As the role requires attendance at Broadland premises, candidates must live within a 75-minute commute of their office location (Norwich). Full details can be discussed within the interview process. Please note that there are no sponsorship opportunities for this role.
We offer staff many great benefits such as:• Enhanced annual leave starting from 22 days, plus a day off for your Birthday, a Volunteering Day and a Personal day.• Generous contributory pension scheme.• Access to an Employee Assistance Programme to support you when you need it.• Health Cash Plan – claiming for things such as Eye Test and Prescriptions as well as many other wellness and money saving perks.• Lots of Training Opportunities.And many more – Please see our Benefits Document available on our website!
For full details or to apply, please visit our website: https://www.broadlandgroup.org/about-us/work-for-us/current-vacancies/ https://www.broadlandgroup.org/current-vacancies/ or contact our recruitment line on 01603 750109 and leave a message.
Closing date: Midnight, Monday 03 March 2025
