Customer Services Manager

Berneslai Homes; Cuadrilla de Ayala; Presencial; EUR 60.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Agile Working Package

Excellent Pension Scheme

Discounted Gym Membership

Fantastic Training and Development Op​

Descripción de la vacante

Berneslai Homes is looking for an ambitious Customer Service Manager to lead resident insight and engagement strategy, ensuring the resident voice influences services, policy and strategy and to chair the Customer Services Tenant Influence Panel.

You will direct the effective management of our customer service functions, drive continuous improvement, and ensure compliance with housing codes, in collaboration with senior leaders and cross‑functional teams.

Formación

• Chartered Institute of Housing professional qualification or HND/equivalent in housing, customer services, or business management, or evidence of substantial experience at this level in a complaint handling capacity.

Responsabilidades

• Develop, implement, operational manage and review cross-company strategies and policies including CustomerFirst Strategy, Complaint Policy, Compensation Policy and Reasonable Adjustment Policy, and Resident Insight and Engagement Strategy.
• Act as operational service lead for compliance with the Housing Ombudsman Complaint Handling Code, including development/review of the Complaints Policy and action plans.
• Build strong relationships with the Board Complaint Champion and BMBC’s Member Responsible for Complaints and deliver organisational training for complaint handling.
• Collaborate with Performance and Improvement Manager to ensure delivery of customer insight surveys and learning.
• Work with Communications Team to publish high-quality, accessible customer information across channels.
• Oversee translation services and Reasonable Adjustment Policy to remove barriers for customers within Be Inclusive program.

Conocimientos

Customer service leadership

Budget management

Complaint handling

Resilience

Educación

Chartered Institute of Housing qualification or HND/equivalent

Descripción del empleo

Salary:£51,356to £54,495
Working Arrangements: FullTime
Hours of Work: 37hours per week
Status of Employment:Permanent

At Berneslai Homes, we strive to be an ambitious, forward-thinking social housing provider and employer. Working for us offers you a chance to play a real part in improving homes and communities throughout Barnsley.

Managing around 18,000 homes on behalf of Barnsley Council, our ‘3 Cs’ values are at the heart of all we do here – we promise to always put theCustomer first, have aCan doattitude to make change happen, and stayCuriousto make sure we get things right.

We’re proud to announce that we are the first local authority to achieve the highest C1 grading from the Regulator of Social Housing following our recent inspection. This outcome means that we meet consumer standards as a landlord, identify when issues occur, and implement plans to prevent recurrence—demonstrating our commitment to providing high-quality homes and prioritising tenant safety, needs, and well-being.

The Customer Service Manager role:

We're looking for an ambitious, motivated, andcustomer-focused individual to join our team as a Customer Service Manager.This exciting opportunity is perfect for someone who can bea joint operational lead on the delivery of our Resident Insight and EngagementStrategy, ensuring the resident voice is loud and actively influences andshapes services, policy and strategy and to be the lead officer of the CustomerServices Tenant Influence Panel.

Within this role you will develop and ensure effectivedirection and continuous operational improvement of the service area under yourportfolio through the regular review of good practice, performance and customerinsight, policies, procedures, protocols, partnerships and legislative changes.

Key duties and responsibilities of our CustomerService Manager:

• Responsiblefor the development, implementation, operational management and review ofthe following cross-company key strategies, policies and services: CustomerFirst Strategy, Complaint Policy, Compensation Policy and ReasonableAdjustment Policy, Resident Insight and Engagement Strategy · ContactCentre Service.
• Theoperational service lead for ensuring compliance with legal duties underthe Housing Ombudsman Complaint Handling Code, including the developmentand review of the Complaints Policy, regular self-assessments and actionplans to provide assurance to the Executive Management Team, Board,Committee and the Council.
• Developstrong and effective relationships with Berneslai Homes’ Board ComplaintChampion and BMBC’s Member Responsible for Complaints whilst ensuring wedeliver effective organisational training for complaint handling andlearning. Responsible for ensuring allocations balance the needs andsafety of individual applicants with the wider community.
• Workin partnership with the Performance and Improvement Manager ensuring theeffective delivery and organisational learning from our range of customerinsight surveys including the TSM survey.
• Workin partnership with our Communications Team to develop, review and publishhigh-quality customer information that is accurate, accessible, inclusive andconsistent across all channels, including forms, web content, online services.
• Responsiblefor our translation services and the delivery of our Reasonable AdjustmentPolicy ensuring we remove barriers for customers whilst supporting the deliveryof customer aspects of our Be Inclusive programme.

Please refer to the full Job Description and Employee Specification upon completing your application.

What we’re looking for in our Customer Service Manager:

• CharteredInstitute of Housing professional qualification or HND/equivalent inhousing, customer services, or business management, or evidence ofsubstantial experience at this level in a complaint handling capacity.
• Strongknowledge of legislation and codes of practice relating to the remit ofthe post and specifically to The Housing Ombudsman Code and the ConsumerStandards issued by the Regulator for Social Housing.
• Experienceof handling and resolving sensitive and/or complex complaints across adiverse service area and of organisational customer service managementachieving continued service improvement.
• Experienceof working in a fast-paced environment with the ability to demonstrate ahigh degree of resilience.
• Provenability to develop and manage a high-performance culture focused oncontinuous improvement.
• Abilityto effectively manage budgets, ensuring value for money is achieved.

What you might be asking is, why work for us?

We are proud to put our people first! By joining Berneslai Homes, you will have access to a wide range of employee benefits including:

• Agile Working Package
• Excellent Pension Scheme
• Discounted Gym Membership
• Fantastic Training and Development Opportunities

Shortlisting is due to take place week commencing 1 September and interview dates are due to take place week commencing 7 September.

Please note these dates are subject to change.

Further Information

For an informal discussion about this role, please contact SarahBarnes, Head of Customer Services by emailing [e-mail]

We conduct spot checks for AI use in applications to ensure a fair and transparent recruitment process. If AI use is suspected, we may contact you to discuss it, which may result in your application being withdrawn.

• This post requires a Basic Criminal Record Check.
• CVs will not be accepted. Berneslai Homes values diversity in its workforce and encourages applications from all sectors of the community.