Customer Services Manager

Customer Services Manager We are seeking an experienced customer service leader to drive high quality resident-focused services within a values-led housing charity. Salary: £50,000 Location: Hybrid, Hammersmith London Hours: Full time, 35 hours per week including mandatory office day on Tuesdays Contract: Permanent Closing date: Wednesday 24 December Interview date: Thursday 8 January, Hammersmith About the Role As Customer Services Manager, you will lead and develop the charity''s customer services, resident engagement and communications functions. Your work will help deliver the organisation''s mission of providing safe, secure and good quality affordable homes for single women across London. Reporting to the Director of Operations and managing a team that includes Customer Service Advisors, a Resident Engagement and Resolutions Officer and a Communications Officer, you will ensure services are consistent, resident centred and delivered right first time. Key responsibilities include: Leading customer services, resident engagement and communications across the organisation Ensuring prompt, high quality responses to all queries related to repairs, estates and tenancy management Developing effective systems for complaints handling that reflect the charity''s Complaints Policy and Housing Ombudsman principles Maintaining up to date knowledge of legislation, regulatory standards and best practice Monitoring contractor performance and holding regular review meetings Producing ..... full job details .....