​We have a unique opportunity for an enthusiastic and customer-focused Customer Service Manager to join a large provider of social housing in their Sunderland contact centre.

As Customer Service Manager with responsibility for Tenant Voice, you will lead a high-performing team to ensure they are delivering the right outcomes for tenants as well as controlling processes to meet regulatory standards. You will continue to develop a culture of continuous improvement, using feedback to make improvements to processes to reduce complaints.

Part of your role is to drive tenant engagement by working closely with your Tenant Voice Leaders and their teams to identify new ways of working and opportunities.

In addition to a basic salary of £43,207, you will benefit from flexible working, 29 days annual leave + BH, and an excellent benefits package. You’ll work 36 hours per week over 4.5 days between the hours of 08.30 am - 17.00pm Monday to Thursday, and 08.30am – 12.30pm Friday.

Responsibilities:

• Lead a team in a complex and regulated environment

• Develop your team’s performance through monthly 121s and ongoing training and coaching

• Empower, motivate, and lead your team

• Produce and assess data to identify areas of improvements

• Root cause and trend analysis working to reduce complaints and enhance customer journeys

About you:

• Previous experience leading a complaints function, ideally within a social housing or property services

• Experience working in a fast-paced environment

• Ability to work under pressure, manage your time effectively and work on your own initiative

• Ability to influence and engage both internal and external stakeholders

• Excellent analytical, decision making and problem-solving skills

• Excellent communication skills at all levels

If this sounds like it could be the challenge you’ve been looking for then ‘apply now’ and a member of our team will be in touch.