Customer Service Manager - Housing
Permanent and Temporary positions available
The world of housing is changing and so are we! If you have proven customer service skills in the housing sector and experience of delivering excellence to tenants and homeowners then this role Customer Service Manager will provide the opportunity to drive real change at Catalyst.
The UK has a housing problem. This affects every one of us, because housing is the foundation of the society we live in. Catalyst is part of the solution. You could be too.
One of the UK’s leading housing associations, Catalyst is here to make a purposeful difference by providing housing solutions for those who can’t afford a home without our help. We offer a wide range of homes, for rent, part ownership or purchase. By doing so, we build more than homes – we build communities. Put simply, we’re committed to our social purpose - in every part of our organisation. And, we always seek to do better. If you do too, read on.
Reporting to the Neighbourhood Operations Manager, you’ll play a crucial role in the delivery of our Customer Experience Strategy. With a remit spanning c. 21, 000 homes, you will manage a patch within one of three housing operational hubs as part of a local team tasked with providing a landlord service that delivers the very best customer experience. Leading and managing the Housing Operations teams effectively will be key. Not just to ensure we deliver customer service excellence, but also comprehensive, accessible, high quality and value for money services to every customer.
In short, you’ll inspire colleagues to provide a brilliant customer experience and ensure we deliver a seamless customer service. You are passionate about delivering excellent customer experience every time, by being easy, reliable and empathetic in the way you deal with customers and colleagues.
Ideally, you’re a member of the CIH and have Associate membership of the IRPM or a commitment to achieve this within 12 months of joining us (training will be provided). We’ll also be looking for a proven ability to analyse customer data, performance, services charges, budgets etc. and implement new ways of working and service delivery where necessary. The organisational skills to self-manage a varied caseload are important too, as is an innate ability to interact with a variety of audiences, including residents, elected members and external agencies. Last but not least, you’re a great problem solver, someone who gets it right first time and ensures customer, neighbourhood and assets concerns are resolved promptly and cost effectively.
We’re totally committed to delivering excellent customer experience – being easy, reliable and empathetic in the way we deal with customers, and each other. One of the Sunday Times top 100 Best Companies to Work for, we strive to be a great employer by investing a lot of time and resources in our people. After all, its people that drive our success, deliver outstanding customer service and ensure we remain a high-performance business. If you’d like to join us, and help make a real difference, please get in touch.
We have a number of permanent and fixed term contract positions available.
A full UK driving licence and use of your own car on a daily basis, is required. This role is subject to an Enhanced DBS check.
This role is being advertised as Customer Service Manager, however, if appointed your job title will be Neighbourhood Experience Manager.
Previous applicants need not apply.
Please note completed pre-employment forms must be included in order for your application to be processed.
Closing date: 4 April 2019. Assessment day: Friday 12 April 2019.
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