Head of Customer Service and Communications

Teign Housing; Newton Abbot; On-site; GBP 30,000 - 50,000; Full time

Job description

If you can help us listen to resident voices, we’ll listen to everything you say.

Teign Housing is a successful social landlord employing over 100 ambitious, committed people, responsible for managing more than 4,000 homes across South Devon. We are passionate about delivering exceptional customer service and, as one of our Project Managers, you will be central to everything we do as you help us build sustainable communities and provide cleaner, greener and safer neighbourhoods.

About the role

Providing inspiring leadership to our Customer Service and Communications Team, you will champion the voice of our residents as you define strategies, champion excellence and embed innovative working practices.In particular, you will analyse customer data from a broad spectrum of surveys to drive profound transformation in the way we meet their needs, whilst setting the pace in two-way communications and tenant engagement. In short, we will look to you to make it easier for our customers to engage with us, whatever their preferred channel or language, to make every contact matter and every viewpoint visible – so we require an exceptional professional.

Hours: Full-time,37 hours per week.

About you

Highly experienced in customer-facing positions, you will bring proven ability to deliver end-to-end initiatives to transform customer service. Needless to say, you will be skilled in motivating and coaching teams, confident in setting stretching targets and ensuring their attainment, and well versed in user engagement via phone, email, live chat, social media and self-service portals. Above all, you will possess an exceptionally analytical mindset, enabling you to identify key areas for improvement and evaluate and reshape procedures, workflows and monitoring processes. Finally, if you do not already possess a Level 4 Certificate in Housing regulated by Ofqual or an equivalent qualification, you will be keen to gain this with our assistance.

Benefits

As an investor in People Platinum organisation, you will be joining a company that creates a supportive high-performance culture. We offer an excellent benefits package with a contributory pension scheme, 25 days’ leave per year plus bank holidays, free parking and an agile, modern working environment.

To take on this exciting challenge as our Head of Customer Service and Communications, please visit our website to complete an application form.

Closing date:1st May 2025.

Interview date:14th May 2025.

Applications will be considered as they are received, so early applications are encouraged. We reserve the right to close this vacancy early, should a suitable candidate apply.

Teign Housing is committed to its policy on equality and diversity and we welcome applications from all sections of the community. Registered charity no. 1112196.