Customer Services Manager

At Berneslai Homes, we manage around 18,000 homes on behalf of Barnsley Council, going beyond housing to support residents and create thriving, sustainable communities. Guided by our ‘3 Cs’ values – Customer first, Can do, and Curious – we are committed to delivering high-quality services that put people at the heart of everything we do.

We are now looking for a Customer Services Manager to join us on a permanent, full-time basis, working 37 hours per week.

• - Salary of £51,356 - £54,495 per annum
• - Discounted gym membership
• - Fantastic training and development opportunities

This is a terrific opportunity for an experienced customer service leader with expertise in complex complaint handling and continuous service improvement to join our people-focused organisation.

We’ve just been awarded a C1 grading from the Social Housing Regulator for our work as landlords, and you’ll have the chance to continue our track record of success and deliver the highest level of consumer standards.

What’s more, you’ll join an organisation where 88% of colleagues find their work fulfilling and rewarding, with agile working, excellent training and development opportunities and a strong pension supporting you along the way.

As a Customer Services Manager, you will lead and continuously improve our customer services while ensuring residents have a strong voice in shaping our services, policies and strategies.

You will jointly lead the delivery of the Resident Insight and Engagement Strategy and the Customer Services Tenant Influence Panel, using customer insight and good practice to drive improvements.

As the operational lead for compliance with the Housing Ombudsman Complaint Handling Code, you will ensure effective complaint handling, reporting and organisational learning.

Working closely with colleagues and key stakeholders, you will also help ensure customer information and services are accessible, inclusive and responsive to residents’ needs.

Additionally, you will:

• - Develop and review key customer strategies and policies
• - Support organisational learning from customer insight surveys
• - Oversee translation services and reasonable adjustments
• - Work with Communications to provide accurate and accessible customer information

To be considered as a Customer Services Manager, you will need:

• - Experience handling and resolving sensitive and/or complex complaints across a diverse service area
• - Experience of organisational customer service management, achieving continued service improvement
• - Experience working in a fast-paced environment
• - Strong knowledge of legislation and codes of practice, specifically relating to The Housing Ombudsman Code and the Consumer Standards issued by the Regulator for Social Housing
• - The ability to develop and manage a high-performance culture
• - The ability to effectively manage budgets
• - The ability to travel as necessary to meet the needs of the post
• - A Chartered Institute of Housing professional qualification or HND/equivalent in housing, customer services, or business management, or substantial experience at this level in a complaint handling capacity

Please note, this post requires a Basic Criminal Record Check.

Other organisations may call this role Customer Service Manager, Customer Experience Manager, Customer Engagement Manager, Housing Services Manager, Housing Manager, Customer Relations Manager, Customer Services Lead, or Customer Care Manager.

Webrecruit and Berneslai Homes are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.