Customer Support Manager

Housing and Customer Support Manager

Location:

Glasgow area

Salary: £51,075 – £55,259 (Grade
8)

Contract:

Temporary (Two-Year Fixed Term) / Full Time

Hours:

35 hours per week

Reporting To:
Director of Customer Services and Communities

Closing date for applications:
Monday 23rd March 2026, 12:00

Cloch’s vision is to deliver services that exceed expectations – and this role is central to achieving that. As our Housing and Customer Support Manager, you’ll lead the Customer Support Team and Assistant Housing Officers, ensuring tenants receive excellent, consistent, and compassionate service from first contact through to tenancy sustainment.

• Customer Contact & Service Quality – ensuring a responsive, high‑quality first‑point‑of‑contact experience where customers feel supported and heard.
• Allocations, Voids & Estate Management – overseeing effective processes that minimise void loss, maintain high standards and support sustainable tenancies.
• Performance & Compliance – monitoring KPIs, supporting regulatory returns, ensuring adherence to the Scottish Social Housing Charter, and producing meaningful performance insight.
• Team Leadership – coaching, motivating, and developing staff through a behaviour‑led approach that encourages growth, innovation, and accountability.
• Continuous Improvement – identifying opportunities to streamline processes, enhance customer experience and champion new ways of working.

Full‑time (35 hours per week) hybrid working, 8 weeks annual leave (29 days + 11 public holidays), SHAPS pension scheme and a range of wellbeing benefits.

We’re an exciting time to join Cloch Housing Association as we strengthen services and support communities across Inverclyde. Guided by our values – Be Better, Be Kind, Be Responsible, Be Positive – we foster a collaborative, supportive culture where colleagues thrive and improvement is part of everyday working life.

We are proud of our Customer Service Excellence accreditation and are committed to delivering services that make a meaningful difference to tenants.

• Lead through coaching, encouragement, and empowerment.
• Bring curiosity and a willingness to try new approaches.
• Communicate openly and honestly, building trust and collaboration.
• Promote a positive, supportive environment.
• Use insight and feedback to guide balanced, thoughtful decisions.
• Reflect our values in your everyday approach.

All applications are very much welcome to us  are an inclusive employer and offer equal opportunities regardless of an individual’s age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. Candidates who declare that they have a disability and who meet the essential criteria for the job will be offered an interview.

If you have any queries about this role, or if you need any adjustments to support with your application, just let us know by emailing in advance.

To apply , please submit your CV and a supporting letter outlining how you meet the essential criteria for the role to rec
. Shortlisted candidates will be invited to attend a competency‑based interview with the Director of Customer Services and Communities and the Head of People & Culture, with interviews expected in early April.