Director of Customer Services

TN United Kingdom; South Kesteven; Hybrid; GBP 85,000 - 91,000; Full time

Job summary

An established industry player is seeking a dynamic Director of Customer Services to lead their customer service team. This pivotal role offers the opportunity to make a meaningful impact on tenants and communities while overseeing customer service operations. The ideal candidate will have proven leadership experience, exceptional communication skills, and a customer-focused mindset. Join a supportive and inclusive work environment that values professional development and aims to create vibrant neighborhoods. If you are passionate about delivering excellence and ready for an exciting challenge, this role is perfect for you.

Benefits

Competitive salary and benefits package

Opportunities for professional development

Supportive, inclusive work environment

Qualifications

• Proven experience in a senior customer service leadership role, preferably in housing.
• Exceptional leadership and team management skills.

Responsibilities

• Lead and inspire a dedicated customer service team to deliver outstanding service.
• Monitor and analyze customer service metrics for improvement.

Skills

Leadership

Customer Service Management

Strategic Thinking

Problem Solving

Communication

Financial Acumen

Education

Experience in Customer Service Leadership

Knowledge of Housing Regulations

Job description

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SBHA
Director of Customer Services

Salary: £85,000 - £91,000 (pay award pending)
Work arrangement: Hybrid working

Created by Tenants for Tenants, SBHA is dedicated to providing safe, affordable, and quality homes for our communities. We aim to create vibrant, inclusive neighborhoods where everyone can thrive. Our commitment to excellent customer service is central to our mission. We are seeking a dynamic and experienced Director of Customer Services to lead our customer service team. This pivotal role involves overseeing all aspects of customer service operations to ensure exceptional support and efficient handling of customer needs.

Key Responsibilities:

1. Lead and inspire a dedicated customer service team to deliver outstanding service.
2. Develop and implement customer service strategies aligned with organizational goals and values.
3. Monitor and analyze customer service metrics to identify areas for improvement and uphold high standards of service delivery.
4. Foster a customer-centric culture within the organization, promoting continuous improvement and innovation.
5. Collaborate with other departments to resolve complex customer issues and enhance the overall customer experience.
6. Ensure compliance with relevant regulations and standards, maintaining high service quality and consistency.
7. Represent SBHA as an ambassador, advocating for customer needs at local and national levels.

About You:

1. Proven experience in a senior customer service leadership role, preferably within housing or customer service sectors.
2. Exceptional leadership and team management skills, with the ability to motivate and develop staff.
3. Strong strategic thinking and problem-solving abilities.
4. Excellent communication and interpersonal skills.
5. A customer-focused mindset with a passion for delivering excellence.
6. Financial acumen and ability to collaborate to improve outcomes and service offerings.
7. Knowledge of housing regulations and standards is advantageous.

Why Join Us?

• The opportunity to make a meaningful impact on tenants and communities.
• Competitive salary and benefits package.
• Opportunities for professional development.
• A supportive, inclusive work environment.

If you are ready for this exciting challenge and want to make a real difference, we would love to hear from you!