Housing and Customer Support Manager

Scottish Federation of Housing Associations; Glasgow; Hybrid; GBP 51,075 - 55,259; Full time

Benefits offered by this job

8 weeks annual leave (29 days + 11 public holidays)

SHAPS pension scheme

Wellbeing benefits

Job summary

A community-focused housing association in Scotland is seeking a Housing and Customer Support Manager to lead their Customer Support Team. This role involves ensuring excellent tenant service, overseeing management processes, and fostering a positive team culture. The position offers a full-time, two-year fixed term contract with a salary range of £51,075 – £55,259, and includes hybrid working. Candidates must possess leadership skills and a strong commitment to service excellence.

Qualifications

• Experience leading a customer support team.
• Strong understanding of housing management and compliance.
• Excellent communication and coaching skills.

Responsibilities

• Lead the Customer Support Team ensuring high-quality service.
• Oversee allocations and estate management processes.
• Monitor KPIs and compliance with regulations.

Skills

Customer Service Excellence

Team Leadership

Communication

Performance Monitoring

Problem Solving

Job description

Cloch’s vision is to deliver services that exceed expectations - and this role is central to achieving that. As our Housing and Customer Support Manager, you’ll lead the Customer Support Team and Assistant Housing Officers, ensuring tenants receive excellent, consistent, and compassionate service from first contact through to tenancy sustainment.

Key Responsibilities

• Customer Contact & Service Quality: ensuring a responsive, high‑quality first‑point‑of‑contact experience where customers feel supported and heard.
• Allocations, Voids & Estate Management: overseeing effective processes that minimise void loss, maintain high standards and support sustainable tenancies.
• Performance & Compliance: monitoring KPIs, supporting regulatory returns, ensuring adherence to the Scottish Social Housing Charter, and producing meaningful performance insight.
• Team Leadership: coaching, motivating, and developing staff through a behaviour‑led approach that encourages growth, innovation, and accountability.
• Continuous Improvement: identifying opportunities to streamline processes, enhance customer experience and champion new ways of working.

This is a two‑year fixed‑term role, but we expect the position to be reviewed in due course - offering a unique opportunity to shape how customer and housing services evolve at Cloch. The role is full‑time (35 hours per week) with a salary of £51,075 – £55,259 (Grade 8), hybrid working, 8 weeks’ annual leave (29 days + 11 public holidays), SHAPS pension scheme and a range of wellbeing benefits.

The full job description and person specification for the post can be found within our recruitment pack and downloaded via our website here

Working at Cloch

It’s an exciting time to join Cloch Housing Association as we continue to strengthen our services and support communities across Inverclyde. Guided by our values - Be Better, Be Kind, Be Responsible, Be Positive - we foster a collaborative, supportive culture where colleagues thrive, ideas are welcomed and improvement is part of everyday working life.

We are proud of our Customer Service Excellence accreditation and remain committed to delivering services that make a meaningful difference to tenants.

Fit at Cloch

• Lead through coaching, encouragement, and empowerment.
• Bring curiosity and a willingness to try new approaches.
• Communicate openly and honestly, building trust and collaboration.
• Promote a positive, supportive environment.
• Use insight and feedback to guide balanced, thoughtful decisions.
• Reflect our values in your everyday approach.

Shortlisted candidates will be invited to attend a competency‑based interview with the Director of Customer Services and Communities and the Head of People & Culture, with interviews expected in early April.

All applications are very much welcome to us at Cloch. We are an inclusive employer and offer equal opportunities regardless of an individual’s age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. Candidates who declare that they have a disability and who meet the essential criteria for the job will be offered an interview. If you have any queries about this role, or if you need any adjustments to support with your application, just let us know by emailing in advance.

Closing date for applications

Monday 23rd March 2026, 12:00

Salary & Employment Details

Salary: £51,075 - £55,259 (Grade 8)
Contract: Temporary (Two-Year Fixed Term)/ Full-Time
Hours: 35 hours per week
Reporting To: Director of Customer Services and Communities

Job Type

Full Time

Contact

Contact name:

Email address: [e-mail]