Customer Services Manager

Berneslai Homes; Barnsley; On-site; GBP 51,000 - 54,000; Full time

Benefits offered by this job

Discounted gym membership

Training and development opportunities

Job summary

Berneslai Homes in Barnsley is seeking a Customer Services Manager to lead and continuously improve our customer services, ensuring residents have a strong voice in shaping services, policies and strategies. You will co-lead the Resident Insight and Engagement Strategy and the Tenant Influence Panel, and drive compliance with the Housing Ombudsman Complaint Handling Code, reporting and learning.

This permanent, full-time role offers 37 hours per week, a supportive, people-focused environment and

Qualifications

• Experience handling sensitive and/or complex complaints across a diverse service area.
• Experience of organisational customer service management, achieving continued service improvement.
• Ability to travel as necessary to meet the needs of the post.
• Strong knowledge of The Housing Ombudsman Code and the Consumer Standards issued by the Regulator for Social Housing.
• Chartered Institute of Housing qualification or HND/equivalent, or substantial experience at this level in a complaint handling capacity.

Responsibilities

• Lead and continuously improve customer services while ensuring residents have a strong voice in shaping services, policies and strategies.
• Jointly lead the Resident Insight and Engagement Strategy and the Customer Services Tenant Influence Panel, using customer insight to drive improvements.
• Act as operational lead for compliance with the Housing Ombudsman Complaint Handling Code, ensuring effective complaint handling, reporting and learning.
• Work with colleagues to ensure customer information and services are accessible, inclusive and responsive to residents’ needs.
• Develop and review key customer strategies and policies.
• Oversee translation services and reasonable adjustments.
• Work with Communications to provide accurate and accessible customer information.

Skills

Complaint handling

Customer service leadership

Budget management

Fast-paced environment experience

Legislation knowledge

Education

CIH qualification or equivalent

HND/equivalent in housing or related

Job description

At Berneslai Homes, we manage around 18,000 homes on behalf of Barnsley Council, going beyond housing to support residents and create thriving, sustainable communities. Guided by our ‘3 Cs’ values – Customer first, Can do, and Curious – we are committed to delivering high-quality services that put people at the heart of everything we do.

We are now looking for a Customer Services Manager to join us on a permanent, full-time basis, working 37 hours per week.

The Benefits

• - Salary of £51,356 - £54,495 per annum
• - Discounted gym membership
• - Fantastic training and development opportunities

This is a terrific opportunity for an experienced customer service leader with expertise in complex complaint handling and continuous service improvement to join our people-focused organisation.

We’ve just been awarded a C1 grading from the Social Housing Regulator for our work as landlords, and you’ll have the chance to continue our track record of success and deliver the highest level of consumer standards.

What’s more, you’ll join an organisation where 88% of colleagues find their work fulfilling and rewarding, with agile working, excellent training and development opportunities and a strong pension supporting you along the way.

The Role

As a Customer Services Manager, you will lead and continuously improve our customer services while ensuring residents have a strong voice in shaping our services, policies and strategies.

You will jointly lead the delivery of the Resident Insight and Engagement Strategy and the Customer Services Tenant Influence Panel, using customer insight and good practice to drive improvements.

As the operational lead for compliance with the Housing Ombudsman Complaint Handling Code, you will ensure effective complaint handling, reporting and organisational learning.

Working closely with colleagues and key stakeholders, you will also help ensure customer information and services are accessible, inclusive and responsive to residents’ needs.

Additionally, you will:

• - Develop and review key customer strategies and policies
• - Support organisational learning from customer insight surveys
• - Oversee translation services and reasonable adjustments
• - Work with Communications to provide accurate and accessible customer information

About You

To be considered as a Customer Services Manager, you will need:

• - Experience handling and resolving sensitive and/or complex complaints across a diverse service area
• - Experience of organisational customer service management, achieving continued service improvement
• - Experience working in a fast-paced environment
• - Strong knowledge of legislation and codes of practice, specifically relating to The Housing Ombudsman Code and the Consumer Standards issued by the Regulator for Social Housing
• - The ability to develop and manage a high-performance culture
• - The ability to effectively manage budgets
• - The ability to travel as necessary to meet the needs of the post
• - A Chartered Institute of Housing professional qualification or HND/equivalent in housing, customer services, or business management, or substantial experience at this level in a complaint handling capacity

Please note, this post requires a Basic Criminal Record Check.

Other organisations may call this role Customer Service Manager, Customer Experience Manager, Customer Engagement Manager, Housing Services Manager, Housing Manager, Customer Relations Manager, Customer Services Lead, or Customer Care Manager.

Webrecruit and Berneslai Homes are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.