Customer Services Manager

Women's Pioneer Housing; Greater London; Hybrid; GBP 50,000; Full time

Job summary

A housing charity in London is seeking a Customer Services Manager to lead resident-focused services and ensure high-quality responses to queries. The ideal candidate will have strong customer service management experience, solid complaint handling skills, and a passion for delivering excellent services. You will manage a team, monitor performance, and develop effective systems for service improvements. This hybrid position emphasizes collaboration and leadership, aimed at championing women's housing needs.

Qualifications

• Strong experience in a customer-focused management or supervisory role.
• Ability to interpret customer insight and performance data to drive service improvements.
• A collaborative leadership style with a commitment to equality and diversity.

Responsibilities

• Lead and develop customer services, resident engagement, and communications functions.
• Ensure high-quality responses to queries related to repairs and tenancy management.
• Monitor contractor performance and hold regular review meetings.

Skills

Customer service management

Property maintenance knowledge

Complaint handling

Communication skills

Analytical skills

Leadership

Tools

MS Office

Job description

Customer Services Manager

We are seeking an experienced customer service leader to drive high quality resident-focused services within a values-led housing charity.

Salary : £50,000

Location : Hybrid, Hammersmith London

Hours : Full time, 35 hours per week including mandatory office day on Tuesdays

Contract : Permanent

Closing date : Wednesday 24 December

Interview date : Thursday 8 January, Hammersmith

About the Role

As Customer Services Manager, you will lead and develop the charity’s customer services, resident engagement and communications functions. Your work will help deliver the organisation’s mission of providing safe, secure and good quality affordable homes for single women across London.

Reporting to the Director of Operations and managing a team that includes Customer Service Advisors, a Resident Engagement and Resolutions Officer and a Communications Officer, you will ensure services are consistent, resident centred and delivered right first time.

Key responsibilities include :

• Leading customer services, resident engagement and communications across the organisation
• Ensuring prompt, high quality responses to all queries related to repairs, estates and tenancy management
• Developing effective systems for complaints handling that reflect the charity’s Complaints Policy and Housing Ombudsman principles
• Maintaining up to date knowledge of legislation, regulatory standards and best practice
• Monitoring contractor performance and holding regular review meetings
• Producing performance reports and using data to identify improvements
• Embedding learning from resident feedback into service design
• Managing budgets, approving invoices and overseeing repair authorisations
• Supporting organisation wide planning as part of the Extended Management Team
• Providing clear leadership, managing performance and encouraging collaboration across teams

About You

You will be an experienced people manager with a passion for delivering excellent customer service. You will bring a proactive, solutions focused approach and the ability to lead a team through growth and improvement.

Essential skills and experience include :

• 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
• Strong communication, relationship building and presentation skills
• Competence in MS Office with good analytical and reporting abilities
• Ability to interpret customer insight and performance data to drive service improvements
• A collaborative leadership style with a commitment to equality, diversity and resident wellbeing
• A background in social housing is helpful but not essential. A positive attitude, professional curiosity and a commitment to delivering great services are what matter most.

About the Organisation

The organisation provides affordable, safe and good quality homes for single women across London, with almost 1000 properties and the largest sheltered housing provision for single women in Kensington and Chelsea. With a proud history dating back to 1920, the organisation is driven by strong values, a resident first approach and a commitment to championing women’s housing needs. These are exciting times, with over 160 new homes in development and a continued focus on delivering excellent services.

Other roles you may have experience of could include : Customer Service Lead, Resident Services Manager, Housing Services Manager, Customer Experience Manager, Repairs Service Manager, Tenant Engagement Manager.