Customer Service Manager

Position Details

• Location:
  
  Motherwell
• Salary: EVH Grade SM2-SM4: £55,235 - £58,236 per annum
• Number of hours per week: 35 hours per week
• Grade: SM2-SM4
• Contract:
  
  Permanent

Full Time

Reporting to the Customer Service Director, you will work in close partnership to uphold exceptional service standards and ensure full compliance across the following areas:

• Collaborate with the Customer Service Director to design and implement innovative strategies and projects that drive excellence in the Customer Experience.
• Lead the delivery of high-performing services that consistently maximise Customer Experience.
• Foster strong, productive relationships with customers and partners to understand and respond effectively to their needs and expectations.
• Contribute as an active member of the Management Team, working collaboratively with colleagues and the wider Leadership Team to support the successful delivery of our Corporate Strategy.

• Drive an excellent, responsive customer service within the Clyde Valley Group, delivering service improvements and effective communication based on customer insight, engagement and feedback.
• Ensure high levels of customer satisfaction and performance results are achieved through management of the customer success team, private rented sector service and Wellbeing Hub and identify areas for continuous improvement within these services.
• Ensure effective policies, procedures, processes and systems are in place for all service areas relevant to the role.
• Work collaboratively across the business, and with our Business Improvement team, to design and develop digital systems, including for online self-service.
• Monitor and review workload demands for all relevant teams to ensure that all resources are being effectively utilised and are balanced with customer needs and expectations.
• Review, research, write and implement relevant policies.
• Contribute to our Annual Return on the Charter.
• Ensure that data relating to the relevant areas of operation is managed effectively and that reports are available to allow for effective monitoring, reporting and management of performance.
• Carry out all Management duties effectively including financial budgets, Health & Safety standards, Equalities, Performance Management and Risk Management, ensuring the highest standards of governance, regulation and compliance are upheld and adherence to all relevant policies and procedures.

• Ensure Clyde Valley Group continues to achieve Customer Service Accreditation, working with colleagues to identify opportunities for and delivery of continuous improvement.
• Champion Customer Service Excellence throughout Clyde Valley Group and ensure high standards across the business.
• Utilise customer feedback effectively to support the Customer Service Director to make best use of customer insight to inform our future business development needs.
• Champion the complaints process across the Group, demonstrating effective analysis and judgement to ensure positive customer outcomes and that lessons are learned and improvements implemented.
• Support the Customer Services Director in the development and delivery of our Customer Experience and Customer Engagement Strategies.
• Continue to deliver high levels of customer satisfaction and excellent performance results across all the relevant functions.

• Work effectively with the Customer Service Director and Senior Housing Officers to ensure there are clear lines of support and collaboration across the Customer Success team.
• Work closely with colleagues from other teams to provide quality outcomes for customers and the Group overall.
• Proactively design and develop services that have the potential to increase autonomy, enhance dignity and confidence and thereby reduce levels of dependency and improve the likelihood of tenancy sustainment.
• Work closely with our established Customer Panel to plan activity and respond to scrutiny reviews.
• Act as main point of contact on any relevant audit or assurance activities and lead on delivery of any relevant improvement actions.

• Provide a…