Customer Service Manager

Scottish Federation of Housing Associations; Motherwell; On-site; GBP 55,000 - 59,000; Full time

Job summary

A leading housing association in Motherwell is seeking a Customer Service Manager to enhance customer experience. The successful candidate will drive service improvements, lead a dedicated team, and collaborate on strategic initiatives to ensure high levels of customer satisfaction. This role requires strong leadership and management skills, along with a commitment to exceptional service standards. Competitive salary and permanent contract offered.

Qualifications

• Proven track record in customer service management.
• Experience in leading teams and driving performance.
• Strong analytical and innovative problem-solving skills.

Responsibilities

• Lead customer service improvement initiatives.
• Manage customer success team and ensure high satisfaction.
• Collaborate with leadership on strategic objectives.

Skills

Leadership

Customer Service Excellence

Communication

Collaboration

Problem-solving

Education

Relevant management experience

Job description

Job Details

Location: Motherwell
Salary: EVH Grade SM2-SM4: £55,235 - £58,236 per annum
Number of hours per week: 35 hours per week
Grade: SM2-SM4
Contract: Permanent

Job Type

Full Time

Overall Purpose

Reporting to the Customer Service Director, you will work in close partnership to uphold exceptional service standards and ensure full compliance across the following areas:

• Collaborate with the Customer Service Director to design and implement innovative strategies and projects that drive excellence in the Customer Experience.
• Lead the delivery of high-performing services that consistently maximise Customer Experience.
• Foster strong, productive relationships with customers and partners to understand and respond effectively to their needs and expectations.
• Contribute as an active member of the Management Team, working collaboratively with colleagues and the wider Leadership Team to support the successful delivery of our Corporate Strategy.

Key Accountabilities

• Drive an excellent, responsive customer service within the Clyde Valley Group, delivering service improvements and effective communication based on customer insight, engagement and feedback.
• Ensure high levels of customer satisfaction and performance results are achieved through management of the customer success team, private rented sector service and Wellbeing Hub and identify areas for continuous improvement within these services.
• Ensure effective policies, procedures, processes and systems are in place for all service areas relevant to the role.
• Work collaboratively across the business, and with our Business Improvement team, to design and develop digital systems, including for online self-service.
• Monitor and review workload demands for all relevant teams to ensure that all resources are being effectively utilised and are balanced with customer needs and expectations.
• Review, research, write and implement relevant policies.
• Contribute to our Annual Return on the Charter.
• Ensure that data relating to the relevant areas of operation is managed effectively and that reports are available to allow for effective monitoring, reporting and management of performance.
• Carry out all Management duties effectively including financial budgets, Health & Safety standards, Equalities, Performance Management and Risk Management, ensuring that the highest standards of governance, regulation and compliance are upheld and adherence to all relevant policies and procedures.

Detailed Duties and Responsibilities

Customer Experience

• Ensure Clyde Valley Group continues to achieve Customer Service Accreditation, working with colleagues to identify opportunities for and delivery of continuous improvement.
• Champion Customer Service Excellence throughout Clyde Valley Group and ensure high standards across the business.
• Utilise customer feedback effectively to support the Customer Service Director to make best use of customer insight to inform our future business development needs.
• Champion the complaints process across the Group, demonstrating effective analysis and judgement to ensure positive customer outcomes and that lessons are learned and improvements implemented.
• Support the Customer Services Director in the development and delivery of our Customer Experience and Customer Engagement Strategies.
• Continue to deliver high levels of customer satisfaction and excellent performance results across all the relevant functions.

Develop our Business

• Work effectively with the Customer Service Director and Senior Housing Officers to ensure there are clear lines of support and collaboration across the Customer Success team.
• Work closely with colleagues from other teams to provide quality outcomes for customers and the Group overall
• Proactively design and develop services that have the potential to increase autonomy, enhance dignity and confidence and thereby reduce levels of dependency and improve the likelihood of tenancy sustainment.
• Work closely with our established Customer Panel to plan activity and respond to scrutiny reviews.
• Act as main point of contact on any relevant audit or assurance activities and lead on delivery of any relevant improvement actions.

Total Employee Experience

• Provide a coaching style of leadership, which empowers and encourages high performance and creativity across our teams, aligning with our values and behaviours.
• Work collaboratively across CVHA to contribute to, promote and ensure the delivery of our Corporate Strategy, our strategic aims and objectives, demonstrating behaviours that align with our purpose and values.
• As line manager responsible for Senior Housing Officers and Senior Community Development Officer ensure performance management, personal development and succession plans are in place for all employees and where possible, opportunities for career development and progression are made available.
• Promote fair access and equity for all, advancing equity, diversity and inclusion in all aspects of CVG work.
• Demonstrate commitment to the health, safety and wellbeing of our colleagues and customers ensuring compliance with CVG Health and Safety Policy and others as relevant.
• Ensure that Customer Success, private rented service and Wellbeing teams are suitably qualified and skilled and that they work collaboratively with other CVG teams to deliver effective processes and joint outcomes.
• Actively promote health and wellbeing within your team and celebrate successes.
• Design and provide staff training on Housing Management policy and procedures.
• Represent CVHA as required at residents’ meetings, external events, committees/Board and other events e.g. tribunals, appeals, court etc.
• Represent CVHA at local housing strategy meetings, benchmarking working groups and the other relevant working groups/forums.
• Actively support, promote and celebrate successes.

Organised to Succeed

• Manage workload to meet priorities and deadlines using flexible and robust approaches. Ensure that appropriate systems of work are in place to manage and deliver on priorities across the relevant service areas.
• Ensure compliance with all legislative and regulatory returns for your service areas, reviewing policies and procedures as required, successfully communicating and implementing these across the organisation, ensuring effective updating and application of good practice and legal compliance.
• Work collaboratively with the Customer Service Director and Senior Housing Officers to ensure the maintenance of a robust and high performing Customer Service function.
• Provide timely and accurate Management Information for the purposes of reporting performance against our KPIs and Service standards.
• Within your area of responsibility, evaluate and mitigate risk, ensuring that the activities of the Customer Success and Wellbeing teams comply with Group Strategy, regulatory and statutory requirements and are carried out within budget and to achieve best value.
• Procure and manage relevant contracts, ensuring compliance with the Procurement Manual, Scheme of Delegation, Standing Orders and other relevant policies.
• Contribute as a key member of CVG’s Health and Safety Operational Group.