Customer Care Supervisor

Magna Housing; Dorchester; Hybrid; GBP 27,000 - 33,000; Full time

Job summary

Magna Housing is seeking a Customer Care Supervisor to lead a busy CX Hub from a home-based setting with occasional travel to the Dorchester office. You will manage a team, ensure high-quality customer service, and handle housing enquiries with prompt, accurate responses.

The role requires strong communication, IT literacy, and the ability to multi-task in a dynamic environment. It is a fixed-term 18-month contract with a salary around £30,037 per annum plus benefits.

Qualifications

• Experience in supervising or managing a customer service team.
• Strong verbal and written communication skills.
• Ability to prioritise and manage workload effectively.

Responsibilities

• Day-to-day management of a CX Hub team to ensure timely, first-time correct customer experiences.
• Engage with customers daily via phone, email, live chat and social platforms.
• Initiate repair requests and log housing-related enquiries in the CRM.
• Use IT systems to provide solutions and answer queries.
• Liaise with contractors and wider work colleagues and partners.

Skills

Customer service leadership

Communication skills

Organisational skills

Multitasking

Calm under pressure

Adaptability

Tools

MS Word

Excel

Outlook

Job description

• £30,037 per annum plus additional benefits.

• 37 hours per week (Mon to Friday)

• Fixed term role: 18 Months.

• Location: Home-based with occasional travel to the office in Dorchester DT1 2PJ, therefore we suggest that you live within 50 miles of this office.

• The closing date for applications:09.09.26 (Midday)

Please be aware that we are unable to provide Visa Sponsorship against this role. Applicants must already have the legal right to work and reside in the UK without the need for Employer Sponsorship.

At Magna, our vision is to create great homes together. We have ambitious plans, and are seeking creative, aspirational, and talented people to join our fast paced, adaptable, and highly collaborative environment.

The Role and what you take care of:

Due to Magna Housings ongoing growth, we are seeking a further customer-focused, highly motivated, and approachable Customer Care Supervisor with excellent relationship-building skills to join our dedicated Customer Contact team. This role is integral in supporting both our customers and wider Magna colleagues, ensuring they remain at the forefront of everything we do. Your responsibilities will include team management, assessing and understanding customers’ requirements and consistently delivering exceptional service experiences that upholds our Magna values and vision of creating great homes together.

• Day to day management of a team within our busy CX Hub - making sure customers get the best experience at the right time, first time.

• Engaging with customers daily through phone, email, live chat, and social media platforms, promptly addressing their questions and needs.

• Initiating repair requests, addressing housing-related enquiries, and creating contacts in our CRM system.

• Using IT systems to provide solutions and help answer queries.

• Liaising with contractors and wider work colleagues and partners.

What you need to be successful:

• Previous experience of working in a customer service environment at supervisory or management level, with an excellent track record of supporting teams, resolving customer queries, and maintaining high standards of service delivery. You will demonstrate excellent verbal and written communication skills, with the confidence to engage effectively with colleagues, customers, and stakeholders, while also managing your own workload, priorities, and assignments in a well-organised and proactive way.

• IT literate with a proficient knowledge of MS Word, Excel, Outlook, or equivalents.

• Able to provide great customer service and get it right first time, with the ability to multi-task and provide fast paced accurate decisions to fulfil customer need.

• Act calm under pressure and spot trends – role modelling what great customer experience looks like.

• Enjoy learning in a dynamic and fast paced environment, whilst embracing challenge.

• System training will be provided - Training will take place on site andvirtually.

Our full range of benefit details can be viewed on our website under each vacancy.

Magna reserves the right to close the vacancy early should sufficient applications be received. We therefore highly recommend that you submit your application early.