Client Services Manager

Home Group; Sunderland; Hybrid; GBP 27,000 - 29,000; Full time

Job summary

A leading housing support organization in Sunderland is seeking a Client Services Manager to lead a dedicated team, ensuring high-quality support for vulnerable customers. Responsibilities include managing service delivery, acting as the Safeguarding Lead, and ensuring compliance with regulatory standards. Candidates must possess strong people management skills and experience in a housing or care environment. The position offers competitive compensation and numerous benefits, including generous leave and development opportunities.

Benefits

34 days leave including bank holidays

Paid time off for volunteering

Matching pension contributions

Health cash plan

Career path and development opportunities

Supermarket discounts

Qualifications

• Experience delivering support in a housing or care environment.
• People-management experience is required.
• Understanding of customer needs and advocacy for them.

Responsibilities

• Lead a team to deliver efficient, high‑quality person‑centred services.
• Act as the Safeguarding Lead for the service.
• Manage contract budgets and KPIs.

Skills

Customer Service

Client Management

Issue Resolution

Service Delivery

Account Management

Tools

Microsoft Word

Microsoft Excel

Job description

Client Services Manager

Sunderland

Permanent Full Time 37.5 hpw

Salary 27338 to 28890 pa plus on call shift payment of 14.30 per session

Great benefits including Health Cash Plan

We cant offer CoS

Home a place where you belong

Want to lead a team that really cares and empowers customers to live their best lives. As our Client Services Manager you’ll be able to work flexibly leading our team to deliver person‑centred housing related support for our customers. Our services provide accommodation to customers aged 18 who are either homeless or at risk of homelessness.

You’ll manage a team who will provide the support required for customers to develop the skills needed to live independently in the community. You will also be contributing towards making your service a Great Place to Work for our colleagues, unlocking potential and delivering excellent outcomes for our customers!

Whats in it for you

• 34 days leave (including bank holidays and a me day)
• Paid time off for volunteering
• Matching Pension contributions (up to 7% with life assurance of 3x Basic Salary)
• Save up to 1140 yearly with our health cash plan covering dental, optical and therapies
• Career path with development and an excellent training package
• Excellent benefits and rewards including supermarket discounts and travel expenses

What youll do

• Lead a motivated team to deliver efficient, high‑quality person‑centred services in line with our contracts, evidenced by customer satisfaction surveys and KPIs.
• Act as the Safeguarding Lead for the service.
• Ensure Health and Safety checks and risk assessments are completed and recorded accurately.
• Manage contract budgets and KPIs and liaise with stakeholders and commissioners.
• Assess individual and team performance using coaching skills and colleague competencies to ensure customers live in a safe, supportive, person‑centred service.
• Support your Senior Client Service Manager & Operations Manager (OM) to meet all regulatory standards and outcomes.

You’ll go home each day knowing that you have helped change our customers’ lives for the better working for one of the top ten Great Place to Work in the UK!

You have

• The people skills to take others with you, help them grow, and challenge behaviours misaligned to our values.
• The understanding of where our customers are in their life and a passion to advocate for them.
• Experience delivering support in a housing or care environment.
• People‑management experience.
• Experience managing multiple services and/or senior managers.
• Having a vehicle insured for business purposes; the great news is we pay your mileage.

Job details

• Working hours are Mon‑Fri 09:00‑17:00. A flexible working pattern can be discussed, with the possibility of occasionally working from home.
• Basic knowledge / aptitude of Microsoft Word and Excel is essential.
• You’ll need an Enhanced DBS check done, which we pay for.

Stronger together

We do our best work when we’re ourselves. That’s why inclusion, wellbeing and our diversity networks help make Home Group a great place to work!

Key Skills

Customer Service, Client Expectations, Client Requirements, Client Support, Action Plans, Issue Resolution, Account Management, Client Relationships, Service Delivery, Client Service, Client Satisfaction, Client Management, Procedures, Service Level Agreements, New Clients