Customer Service Manager

Marks Consulting Partners are currently recruiting for a Housing Customer Service Manager to work with one of our Housing Association clients in South London.

This is a permanent role paying up to 65k per annum, dependent on experience, and the successful candidate will lead a team of two Housing Customer Service Leaders and two Anti-social Behaviour Officers.

What you will be doing:

• Delivering a first class, efficient, customer focused and responsive housing management service
• Demonstrating success against housing management KPIs, including customer satisfaction, complaint resolution, estate inspections and fire risk assessments, void turnaround, ASB resolution, and tenancy and estate management
• Ensuring compliance with policies, procedures and legislative requirements
• Building and leading a highly motivated, performance driven team against key targets
• Overseeing directly delivered and agency managed supported accommodation, maximising independence and tenancy sustainment
• Analysing data to understand trends and issues in customer needs and complaints
• Minimising cases escalating to court or eviction through proactive, effective management
• Undertaking management reviews of escalated complaints, ensuring lessons learned drive service improvement
• Ensuring effective resident involvement in the evaluation and design of services

What you will need:

• Degree or equivalent qualification
• Knowledge of housing law, the regulatory framework and good practice around debt recovery
• Experience presenting cases to court, with knowledge of the court system and legal remedies relating to tenancy matters
• Extensive experience delivering an efficient, effective housing management service, with a proven track record against targets
• A clearly evidenced track record of managing change and delivering service improvement
• Excellent written and verbal communication skills, with a proven ability to influence and manage stakeholder relationships
• Experience leading and motivating a multi-disciplinary team, identifying and harnessing talent at all levels
• Commitment to providing a high quality service to colleagues and external clients

If this job is not quite right for you but you are looking for something new, please contact us for a confidential discussion.

Marks Consulting Partners specialise in the recruitment of professionals across Property Services, Housing Services, General Practice, Town Planning, Regeneration & Development, and Building Consultancy, working with housing associations, local authorities, and related public sector organisations.