Total leave 34 days rising to 39 days after 5 years 36 hour week [1] Pension Scheme Private Health Care Gym Membership [subsidised] MAIN OBJECTIVES of the POST As our Customer Care Manager, you will play a pivotal role in enhancing customer satisfaction and building lasting relationships with our customers. You will be responsible for managing customer service operations, resolving queries and complaints effectively, and ensuring the delivery of excellent service in line with our business plan objectives, Mission, Vision and Values. You will operate across all levels of the organisation, driving forward the Association’s strategies while directly engaging with front-line operations. Your key responsibilities will include: Shaping Policies – Collaborate on the development and implementation of innovative customer service policies. Enhancing Customer Insights – Identify and implement improved methods for measuring customer satisfaction and using insights to enhance services. Team Leadership – Lead and inspire a team of established and experienced customer service and housing staff to deliver excellence. Resolving Challenges – Handle complex enquiries and complaints with professionalism, ensuring positive outcomes. Engaging with Customers – Actively seek and incorporate customer feedback from diverse channels to shape service improvements. Supporting Vulnerable Customers – Ensure that customers facing significant challenges receive tailored support to meet their needs effectively. ACCOUNTABILITY Directly responsible to the Director of Housing Management on a day-to-day basis. Accountable to the Board of Management through the Senior Management Team. PRINCIPAL DUTIES AND RESPONSIBILITIES DRIVE EXCELLENCE IN CUSTOMER SERVICE AT ALMOND Lead in delivering outstanding customer service and creating a culture of excellence. Empower customers by ensuring they are fully aware of the support and services we offer. Maintain an up-to-date, diverse library of resources tailored to our customers' needs. Resolve complex challenges—investigate and solve complex or long-standing issues escalated by the team. Analyse and review customer complaint data for Management Team meetings to identify patterns and improve outcomes. Measure success—evaluate service levels through data analysis and customer feedback. Determine compensation solutions for customers in line with pre-agreed standards. Prepare insightful reports to track and enhance our customer service performance. Listen and improve by developing user-friendly feedback and complaints procedures for continuous service enhancement. Revamp service policies and standards to exceed customer expectations. Collaborate with other managers to explore new ideas and improve customer service delivery. Work collaboratively with other departments to address systemic issues and implement preventive measures Develop and inspire staff to provide exceptional customer experiences. Keep up with the latest in customer service by engaging with industry articles, events, and training opportunities. Manage and grow a range of in-house and third-party support resources to ensure our customers always receive the best. Responsibility for driving forward and building on the partnerships we already have in place with: West Lothian Common Housing Register Homeswapper Income maximisation and Welfare Benefits Advice Project Energy Advice Project Garden maintenance scheme HOUSING MANAGEMENT AND SUPPORT RESPONSIBILITIES Supervise and guide the housing frontline services team in their day-to-day responsibilities, ensuring a high standard of performance. Maintain a broad overview of all Housing Management functions, including allocations, tenancy and estate management, anti-social behaviour, income management, and related front-line services. Contribute actively to the delivery of exceptional housing management services to the public. Coordinate the preparation of monthly, annual, and ad-hoc reports to keep stakeholders informed and operations on track. Collaborate with Managers across other sections to organise and align future plans for tenant home improvements and other projects. Provide guidance, support, and advice to team members on policies, procedures, and best practices. Play a key role in the development, monitoring, and review of housing policies and procedures, while contributing to the Association’s strategic Business Plan. Work closely with the Director of Housing Management and the Senior Management Team to ensure seamless service delivery to tenants. Deputise for the Director of Housing Management when required, maintaining consistency. Set high personal standards, lead by example, and foster a positive, forward-thinking culture within the organisation. TENANT INVOLVEMENT / TENANT PARTICIPATION STRATEGY To ensure, in conjunction with other members of staff, that Almonds Tenant Participation Strategy is communicated and promoted in the local community and views are sought and taken account of as appropriate. Collaborate with colleagues to effectively communicate and promote Almond’s Tenant Participation Strategy within the local community, ensuring tenants’ views are actively sought, considered, and appropriately integrated into decision-making processes. To coordinate and participate in tenant or customer care group meetings. WIDER ROLE RESPONSIBILITIES Oversee the day-to-day operations of the wider role functions as managed by the Community Engagement Officer Monitor the Wider Role Budget Lead on reporting activities related to the wider role LINE MANAGEMENT RESPONSIBILITIES Take a proactive role in motivating and inspiring a diverse team to deliver excellent customer support across a broad range of responsibilities. Ensure that new team members receive comprehensive induction training and identify ongoing training and development needs (subject to funding availability). Provide regular supervision and support, conduct one-to-one meetings, set clear objectives and consistently monitor progress toward individual and team goals throughout the year. Give support and advice to team members on organisational policies and procedures to ensure compliance. Co-ordination of team annual leave and hybrid working arrangements to maintain optimal coverage and operational efficiency. Identify and facilitate training opportunities and good practice events to enhance team skills and for the wider organisation. EXTERNAL LIAISON Represent the Association at meetings with appropriate organisations. GENERAL ADMINISTRATION Effectively manage the budget allocated to your team. Develop and create effective reports to support and enhance the work of the team. PERFORMANCE STANDARDS/COMPLIANCE Co-ordinate Housing Management reports for the Annual Return on the Charter (ARC). Responsibility to adhere to and achieve Almonds Performance Standards. Ensure compliance with housing regulations, service standards, and contractual obligations. Maintain up-to-date knowledge of industry standards and best practices in customer care. OTHER DUTIES Such other relevant duties as may be determined from time to time. OUR VALUES Our values describe what matters most to us, and what our colleagues should expect from each other. We’re all expected to show how we support and live up to these values in our work. W ork Together • be helpful, provide support, encourage each other. O pen to Change • reflective, innovative, willing to try/find new ways of doing things. R espect • treat each other the way you want to be treated - don't do to others what you wouldn't want done to you/treat others with respect and civility/safe space/environment. K indness • listen, show empathy, have patience. S ocial • being friendly and upbeat translates to a positive work environment where customers enjoy better service and communities can get involved. November 2024 [1] Reflecting our commitment to flexible working and driving efficiencies in our business, as of January 2024, colleagues work a 9-day fortnight (9DF), with a Friday 'rest' day every alternate week. As part of our 9DF trial, colleagues work an everage of 32.4 hours per week. A standard working pattern would normally be 36 hours per week, Monday to Friday.