Customer Services Manager

Customer Services ManagerWe are seeking an experienced customer service leader to drive high quality resident-focused services within a values-led housing charity.Salary: £50,000Location: Hybrid, Hammersmith LondonHours: Full time, 35 hours per week including mandatory office day on TuesdaysContract: PermanentClosing date: Wednesday 24 DecemberInterview date: Thursday 8 January, HammersmithAbout the RoleAs 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 organisationEnsuring prompt, high quality responses to all queries related to repairs, estates and tenancy managementDeveloping effective systems for complaints handling that reflect the charity s Complaints Policy and Housing Ombudsman principlesMaintaining up to date knowledge of legislation, regulatory standards and best practiceMonitoring contractor performance and holding regular review meetingsProducing performance reports ..... full job details .....