Scottish Federation of Housing Associations
QC Group Customer Service Manager
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QC Group Customer Service Manager
About us
Queens Cross Housing Association is an award-winning social landlord based in the northwest of Glasgow. With 4,355 properties adjacent to the city centre, West End, and the Forth and Clyde canal, it is a place where people are proud to live and work.
The Queens Cross Group includes:
- A Registered Social Landlord
- A property management subsidiary (Queens Cross Factoring)
- A social enterprise (Queens Cross Workspace) that lets commercial property
Following an internal promotion, we are searching for a Customer Service Manager to lead customer service across the Queens Cross Group.
Role Overview
Reporting to the Director of Finance and Corporate Support, your role will involve:
- Delivering the Customer Service Strategy to ensure all customers experience outstanding service regardless of their interaction channel.
- Working with colleagues across the organisation to use customer insight, performance data, and feedback to drive continuous improvement, influence decision-making, and support digital transformation of our customer services.
- Leading frontline customer service and business support functions, developing high-performing teams while embedding a customer-first culture.
Key Responsibilities
- Lead the delivery of the QC Group Customer Service Strategy, ensuring excellence and consistency across all customer-facing services.
- Manage and develop frontline Customer Service and Business Support teams, driving performance, engagement, and continuous improvement.
- Use customer feedback, complaints, and performance data to identify trends and implement service improvements.
- Champion digital transformation by developing customer-centric processes and maximising the use of CRM and digital technologies.
- Collaborate with managers and stakeholders to influence service delivery, enhance customer outcomes, and embedded a customer-first mindset.
- Monitor customer service performance, ensuring adherence to service standards, KPIs, and regulatory requirements.
- Prepare and present reports to senior leaders, using data to support decision-making and shape future improvements.
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Essential Criteria
We are seeking an inspiring leader passionate about delivering exceptional customer experiences and driving positive organisational change.
Key Requirements
- Significant experience leading customer service operations or contact centre operations.
- Proven track record in improving customer satisfaction and service performance.
- Outstanding ability to lead and develop high-performing teams.
- Strong analytical skills, with the ability to translate customer insights into actionable improvements.
- Experience with digital solutions and customer journey optimisation.
- Excellent communication and stakeholder management skills, with the confidence to influence at all levels of the organisation.
- A collaborative approach and a genuine commitment to delivering exceptional customer outcomes.
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Preferred but not essential:
- Experience in social housing, though transferable skills from other sectors are highly welcome.
Job Details
Salary: Grade 9 – £58,490 – £61,462 per annum
Contract: Full-time, Permanent
Hours: Monday – Friday, 35 hours per week
Location: Glasgow area
How to Apply
Applications should be made only via our job board on the website.
We will consider candidates as they are received and may close the advert early if sufficient applications are received. Early applications are encouraged.
- Access the full job description and person specification via our website.
- Review our 5-Year Customer Service Strategy, reflecting our long-term vision for customer service excellence.
For inquiries or to discuss the role, contact: Recruitment@qcha.org.uk
Closing date: Sunday, 26th July 2026, at 13:00 (GMT)
In partnership with Queens Cross Housing Association: Breathing life back into communities.
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