Customer Service Manager

Shape the future of customer service at Together Housing

Our Customer Services team is at the heart of how residents experience Together Housing. Supporting around 80,000 residents, 38,000 homes and more than 400,000 customer contacts each year, this is a high-impact opportunity to influence service quality, performance and the way we respond to what matters to our customers.

As Group Customer Services Manager, you'll provide strategic and operational leadership across our telephone, digital and other customer channels. Leading through a team of managers, you'll create clarity, accountability and a culture focused on delivering excellent customer experiences.

This is a role for a leader who can bring people, performance and continuous improvement together - turning strategy into action and using insight to make services better.

Together Housing Group

We are one of the largest housing associations in the North of England, managing over 38,000 homes across the North of England. We are a non-profit organisation, meaning any money we make is invested back into the company for the benefit of our residents and local communities.

Diversity & Inclusion

As an organisation we are committed to having a Diverse and Inclusive workforce. We would therefore welcome applications from candidates with any of the nine protected characteristics. We are also proud to be a Disability Confident employer. Further information can be found at this link - Equality and diversity - Together Housing Group

Requirements

Outline of Key Responsibilities in the Group Customer Service Manager role...

You'll lead and shape customer services across the Group, with responsibility for:

• Leading operational performance across multiple locations and customer contact channels.
• Setting clear service standards, performance expectations and operational plans.
• Leading and developing managers and teams to deliver consistent, high-quality customer service.
• Developing effective performance, quality assurance and service management frameworks.
• Using complaints, customer feedback, service trends and performance data to identify opportunities and drive improvement.
• Leading service improvement, transformation, digitalisation and technology initiatives to improve accessibility, productivity and value for money.
• Ensuring customer insight and learning from the service is translated into practical improvements.
• Providing effective performance, risk and assurance reporting to senior leaders and governance groups.
• Leading change across organisational boundaries, building strong relationships and bringing colleagues with you.
• Promoting a culture of accountability, learning, continuous improvement and excellent customer outcomes.