Housing and Customer Support Manager

Scottish Federation of Housing Associations; Glasgow; Hybrid; GBP 51,000 - 56,000; Full time

Job summary

A leading housing organization in Scotland is looking for a Housing and Customer Support Manager. This full-time role involves overseeing a dedicated team to ensure high-quality service to tenants. Responsibilities include managing customer interactions, monitoring performance, and ensuring compliance with housing regulations. Offering a salary of £51,075 - £55,259, hybrid working, 8 weeks of annual leave, plus wellbeing benefits. The ideal candidate will have strong leadership skills and a commitment to customer service excellence.

Benefits

8 weeks’ annual leave

SHAPS pension scheme

Wellbeing benefits

Qualifications

• Experience in managing customer support teams.
• Strong coaching and motivational skills.
• Proven ability to improve service quality.

Responsibilities

• Lead the Customer Support Team in providing excellent service.
• Oversee allocations, voids, and estate management processes.
• Monitor KPIs and ensure compliance with housing regulations.
• Encourage staff development and improve team performance.
• Identify opportunities for enhancing customer experience.

Skills

Customer service excellence

Team leadership

Performance monitoring

Process improvement

Job description

Overview

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

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.

Working closely with the Director of Customer Services and Communities and Housing Manager, you will take the lead on:

• 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.

How to Fit at Cloch

Fit matters to us - not just what you do, but how you work. You’ll thrive at Cloch if you:

• 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.

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