Customer Services Manager

Pickering and Ferens Homes
01 Apr 2021
13 Apr 2021
Contract Type
Full Time
Customer Services Manager

37 hours per week

Permanent Post

Actual Salary £27,000 to £33,000 (depending on experience)


Would you like to work for a successful local housing association with a rich heritage and passion for providing quality housing and services for people in later life?


We are looking for a Customer Services Manager to join us with the primary responsibility of ensuring we continue to improve and deliver quality frontline services to our residents and to champion effective customer service provision across the association.


Normal working hours are Monday to Thursday, 9am-5pm and Friday, 9am-4.30pm. 


PFH is embracing agile working so you can do your best work in a place that provides the best outcome for our customers and residents and we have the IT infrastructure in place to support this with the use of Microsoft 365 and Teams!


Key responsibilities include:-

Effectively leading and championing excellence in first line customer service provision across the association.
Managing a team of Customer Service Officers focused on providing successful resolution to our resident’s repair requests and enquiries including waiting list enquiries, payment and rent account enquiries and first stage complaint handling.
Providing support and development to the team where required with a focus on performance, continuous improvement, accountability, and personal responsibility.
To deliver, through the team, an effective office support arrangement on key administrative tasks.
Managing the effective and safe use of the head office and hub working environments located across Hull that our teams will operate from.
Using data and insight, including benchmarking, to enable effective performance management and achievement of key performance indicators.

The ideal candidate will have:-

Experience of managing a customer service/call handling team with extensive use of customers relationship management systems and experience of working with residents or delivering housing related services.
Experience of managing a centralised general office service is essential with some experience or exposure to managing satellite offices.
The ability to communicate and influence effectively and work collaboratively to achieve common goals.
Experience of utilising call statistics to drive improvements and provision of services. 
A strong desire to deliver and maintain excellent customer service whilst dealing with a high level of queries on a range of subjects related to our services
Excellent working knowledge and experience of both Microsoft packages and a customer relationship management system (e.g. Castleton)
A degree or NVQ Customer Services level 3 or 4 (or equivalent)
Experience of working with Microsoft Teams is an advantage but not essential
The ability to work at home effectively for a temporary period with a quiet workspace and fast, reliable broadband connection, preferably fibre optic.

Our workforce is fundamental to our success with a drive to deliver quality services to our residents.  So, if you have the above qualities please apply below attaching your CV with a supporting statement detailing how you meet the essential criteria and what attracted you to this position.


Further information relating to this role can be found on the recruitment section of our website.


For an informal discussion with regards the role please contact Paula Kelly, Resident Services Director or contact us via our recruitment email address. 


Applications are to be received no later than 9am: 12th April 2021


We may depending on applicant numbers close or extend the closing dates for positions; we would therefore recommend an early application.


PFH is an Equal Opportunities employer and values diversity in the workplace.  We welcome applications from all suitably qualified persons regardless of race, gender, sexual orientation, disability, religion/beliefs or age.


Disabled applicants, who meet the essential criteria for the job will be guaranteed an interview.


We are committed to safeguarding vulnerable adults; therefore, clearance from the Disclosure and Barring Service is required prior to appointment.


We understand our obligations under the General Data protection regulation (GDPR) and are committed to processing your data securely and transparently.  Your data (which may include that classed as a special category of personal data) will be processed in line with our legitimate interest to identify suitable candidates for the role, legal requirements or for performance of a task carried out in the public interest. We will treat your data with respect and retain for no longer than is necessary.  For further details and your rights please refer to our Fair Processing Notice (JOB APPLICANT DATA) available on our website.