Customer Experience & Resident Services Lead

NFP People Limited; Greater London; Hybrid; GBP 42,000 - 50,000; Full time

Job summary

A housing charity is seeking a Customer Services Manager in Greater London to lead customer services, enhance resident engagement, and ensure high-quality service delivery. The ideal candidate has substantial experience in customer service management, is solutions-focused, and brings strong communication skills. Responsibilities include overseeing a team, managing budgets, and enhancing service through resident feedback. This position offers a hybrid working model and is essential for helping the charity achieve its mission of providing affordable, quality homes for single women.

Qualifications

• Strong experience in a customer-focused management or supervisory role.
• Knowledge of responsive repairs or property maintenance.
• Experience handling complaints and producing clear written responses.

Responsibilities

• Lead and develop customer services and resident engagement.
• Ensure prompt responses to queries regarding repairs and tenancy management.
• Maintain up-to-date knowledge of legislation and best practices.

Skills

Customer service management

Complaint handling

Relationship building

Analytical skills

MS Office proficiency

Job description

A housing charity is seeking a Customer Services Manager in Greater London to lead customer services, enhance resident engagement, and ensure high-quality service delivery. The ideal candidate has substantial experience in customer service management, is solutions-focused, and brings strong communication skills. Responsibilities include overseeing a team, managing budgets, and enhancing service through resident feedback. This position offers a hybrid working model and is essential for helping the charity achieve its mission of providing affordable, quality homes for single women.