Permanent Full time (35 hours per week, hours are flexible to suit business needs and to be worked between 8am – 6pm) We are looking for a dynamic leader who has significant experience in managing customer service teams, ideally within a social housing environment to become our new Head of Customer Service. The main purpose of this role is to lead, manage and develop a high performing, effective and efficient customer service. We want our teams to be recognised by customers for providing outstanding customer service, whilst creating and driving digital delivery, innovation and customer journey improvements with customers. About the role We are looking for a strong leader who can oversee the day-to-day operations, managing the customer services leadership team, ensuring compliance with policies while achieving clear performance measures. The successful candidate will develop a deep understanding of our customers and tailor services to meet their needs, and champion new ideas for service improvements based on timely feedback from customers and colleagues. The Head of Customer Service will empower the team, creating a collaborative environment that celebrates diversity and encourages colleagues to thrive. They will maintain strong relationships with stakeholders and collaborate with Heads across emh to optimise our customer experience. Our ideal Candidate We are looking for someone who has a strong background in managing operational customer service teams with a social housing sector, with a clear understanding of the wider issues affecting social housing with a commitment to exceptional customer service. Our 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 real difference to the lives of our residents. The successful candidate will be able to demonstrate their ability to motivate teams and achieve targets in a quality-led and compliant environment. 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: Competitive salary 39 days’ annual leave (including statutory days), increasing to 44 days with length of service (pro-rata for part time) Contributory Social Housing Pension Scheme (your contributions are matched by emh up to 8%) Health Cash Plan and Enhanced Employee Assistance Program (Provided by BHSF) A wide range of training and development opportunities (we are an Investors in People accredited organisation) Opportunities to work flexibly and from home, where the business need allows For further information about the role, please see attached Job Description and 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 Previous applicants need not apply