Customer Relations Improvement Manager

Lizzie Bennett
Horsham, West Sussex
£40,000 per annum, plus benefits
11 Jun 2021
27 Jun 2021
CXP- 19065
Full Time
Organisation Type
Housing association / RP

Customer Relations Improvement Manager

Are you a people person who thrives working in a high pressure, high volume area and is ready to hit the ground running? If so, you may be interested in our opening for Customer Operations based in Horsham on a full time, permanent basis.

However, we offer the flexibility for agile working to allow you to work from home and so we’ll provide you with the necessary mobile working equipment. The 35 hours per week will be worked Monday to Friday, 7 hours per day.

As the Customer Relations Improvement Manager, you will lead a busy team of Customer Relations Advisors to effectively resolve customer complaints whilst helping the business learn from dissatisfaction and feedback.

It’s a both an exciting and challenging time to be managing complaints in Social Housing. We’re adapting to new ways of working, including compliance with the Ombudsman Code of Practice, whilst finding meaningful opportunities to make our service better for our residents. The Customer Relations Improvement Manager will play a critical role in delivering this by providing expert management of the Customer Relations Team whilst working with colleagues around the business to develop a learning from complaints culture. This is a busy and demanding role but also one that presents a real opportunity to put your stamp on how we work and improve our services.

Initially you will manage the Customer Relations Advisors but as you settle into the role, you will also be responsible for our Customer Relations Improvement Consultants who lead on Quality Assurance, the Group’s Learning from Complaints mechanism, complaints reporting and improvement projects.

The team have really great foundations and excellent knowledge, so the Customer Relations Improvement Manager will support the team in going from good to great and helping the Group in our mission to deliver the best possible service with our customers at the very heart of all we do.

What we need from you

  • Experience in managing complaints
  • Experience in providing strong, capable leadership to the team
  • Experience in working in a high pressure, high volume area and will hit the ground running
  • People person
  • A pragmatic and solution focused manager who finds win-win outcomes for customers and colleagues
  • Experience in strategic planning and has a brilliant eye for detail and critical elements that keep a complaints service ticking over
  • Highly organised, accountable, works autonomously and proactively makes things happen
  • Effective at managing difficult conversations whether that’s an escalated complaint from a customer or a challenging conversation with a colleague.
  • Brilliant at developing relationships with colleagues across the business and using your influencing skills to get things done.
  • A role model for customer services and inspire other colleagues along the way.
  • A background in Housing or working directly with an Ombudsman is highly advantageous but we welcome applications from all backgrounds.

What we’ll offer you

  • A salary of £40,000 per year, depending on skills/experience
  • 23 days holidays (plus public holidays) and as we close between Christmas and New Year, we give you another 3 days!
  • The chance to buy or sell additional leave
  • £250 in vouchers as part of our colleague referral scheme
  • Ongoing support for your wellbeing
  • An inclusive environment where it’s OK to be you!
  • Flexible benefits with some really exciting options which you can find out more about here!

As a Disability Confident employer with disabled-friendly offices and remote working opportunities, we actively encourage everyone to come and work for us, regardless of any form of disability. As such, we’ll happily make any reasonable adjustments throughout the recruitment process to help you, should you need it. If you need additional support with your application due a disability, please contact us at and we’ll be happy to help.

There’s never been a better time to join Southern Housing Group. You’ll be part of a dynamic team within a flexible and innovative organisation who are stable and independent, which is crucial during these unprecedented times. Our customers come from all walks of life, and so do our colleagues. We actively encourage applications from people of any background who can bring an array of experience, skills and culture to our business, making us stronger and united. We celebrate our diversity and offer a safe environment where you can feel comfortable to truly be yourself. We’re proud to be part of various networks including BAME, The Women’s Network, PRISM – we’re also a Stonewall Diversity Champion, allowing those from within the LGBTQA+ community to feel empowered to express themselves freely without prejudice.

Closing Date:  Sunday 27th June 2021

Interview Date: First round interviews will be held on Tuesday 6th July 2021. 

Please be aware that due to the nature and sensitivity of some of our roles we are not always able to consider applications from Southern Housing Group residents. We would not normally appoint residents to roles which cover the estate or properties which they live in.  We want to ensure our staff have a good work/life balance. Please note that additional residential checks will be completed before an offer is made.

Southern Housing Group is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

Please note that colleagues who are at risk of redundancy due to the current business reviews will be given priority consideration for this role.  Applications from colleagues who are not at risk will be considered if there are no expressions of interest from ‘at risk’ colleagues.