Location/Base: This position is based at Memorial House, Coalville, with support for hybrid working arrangements.
Hours: 35 hours per week (hours are flexible to suit business needs and to be worked between 8am – 6pm).
Salary: £75,000 gross per annum.
We are looking for a dynamic leader who has significant experience in managing customer service teams ideally within the social housing sector. The ideal candidate will be a strong communicator, capable of driving change and fostering a culture of continuous improvement. You should have a passion for delivering exceptional service and a genuine commitment to making a difference in the lives of our residents.
Key Responsibilities
1. Lead Operational Excellence: Oversee day-to-day operations, ensuring compliance with policies while achieving clear performance measures.
2. Customer-Centric Approach: Develop a deep understanding of our customers and tailor services to meet their needs.
3. Culture of Improvement: Foster a culture of continuous improvement focused on achieving business goals and enhancing the customer experience.
4. Empower Your Team: Create a collaborative environment that celebrates diversity and encourages colleagues to thrive.
5. Innovate Service Delivery: Champion new ideas for service improvements based on timely feedback from customers and colleagues.
6. Embrace Technology: Stay ahead of contact centre innovations, promoting digital communication channels to enhance customer interactions.
7. Build Relationships: Maintain strong relationships with stakeholders and collaborate with other Heads across emh to optimise customer experience.
8. Lead by Example: Manage the Customer Services leadership team and act as an escalation point for complex issues.
The Person
To succeed in this role, you should possess:
1. Extensive Experience: A strong background in managing operational customer service teams within the social housing sector.
2. Customer Focus: A clear understanding of the wider issues affecting social housing and a commitment to exceptional customer service.
3. Proven Leadership Skills: Demonstrated ability to motivate teams and achieve targets in a quality-led, compliant environment.
4. Strong Communication: Excellent negotiation and communication skills, with a talent for building relationships.
5. Adaptability: A flexible mindset that thrives in changing environments.
You will have the opportunity to lead a talented team, champion equality, diversity, and inclusion, and make a significant impact on the customer experience.
If you are ready to take on this exciting challenge and help us deliver extraordinary customer service, apply today.
About Us
emh is one of the largest providers of affordable homes and support services in the East Midlands. We pride ourselves in providing high quality homes and services that contribute to sustainable communities. Our vision is to be the best social housing and care business in the country, leading the market as service provider and employer.
Our values
Our values are important to us and we're looking for people who can help live our values of Integrity, Diversity, Openness, Accountability, Clarity and Excellence.
Company Benefits
Our package for this role includes:
1. Competitive salary.
2. 39 days' annual leave (including statutory days), increasing to 44 days with length of service (pro-rata for part time).
3. Contributory Social Housing Pension Scheme (your contributions are matched by emh up to 8%).
4. Health Cash Plan and Enhanced Employee Assistance Program (Provided by BHSF).
5. A wide range of training and development opportunities (we are an Investors in People accredited organisation).
6. Opportunities to work flexibly and from home, where the business need allows.
How To Apply
Please apply online with an up-to-date CV, detailing how you meet the requirements of the person specification.
“We reserve the right depending on application numbers to close or extend the closing dates for positions, we would therefore recommend an early application.”
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