Customer Service Manager
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Fulltime: 38hrs per week
Proposed Interview Date: TBC
Are you passionate about delivering exceptional customer service and leading teams to success? Do you thrive in a fast-paced environment where you can make a real difference to people’s lives? If so, this could be the role for you.
At Saffron, we’re committed to creating positive experiences for our tenants every day. We’re looking for a proactive and inspiring Customer Service Manager to lead our Customer Contact Team — someone who can motivate others, drive service improvement, and put customers at the heart of everything we do.
Key Responsibilities Include:
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Lead, coach and develop a high-performing team of Customer Contact Agents.
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Set clear expectations and KPIs to ensure consistently excellent service
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Oversee day-to-day operations across all customer contact channels including phone, email, webchat and our online portal.
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Handle escalated or complex customer queries with empathy, professionalism and confidence.
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Use data and insight to identify trends, shape improvements and enhance the tenant experience.
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Work collaboratively with colleagues across the business to ensure seamless service delivery.
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Contribute to the creation and review of policies and procedures to support consistent and high-quality customer interactions.
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Represent the Customer Contact Team at internal meetings, championing the voice of the customer.
For a full list of responsibilities please see the attached Role Profile
Our Ideal Candidate Will Have:
Educations and Qualifications:
- A-level or equivalent relevant professional qualification, or qualified by experience
- CIH Level 4 or willingness to work towards
Experience:
- Proven experience in a customer service management role, ideally within a housing association or related sector.
- Experience in conducting performance appraisals, setting individual/team objectives, and managing training and development plans.
- Experience in identifying process inefficiencies and implementing improvements which lead to better customer outcomes and operational efficiency.
- Ability to handle challenging situations with empathy, professionalism, and a solutions-oriented approach.
Skills, Knowledge and Abilities:
- Strong understanding of customer service best practice and experience in improving customer service quality and efficiency.
- Knowledge of contact centres, customer service and all related KPIs.
- Proven leadership and time management skills, with the ability to inspire and develop a high-performing team
- Excellent communication and interpersonal skills, possessing the ability to interact with various audiences including tenants, colleagues and stakeholders.
- Strong organisational and time-management skills, with the ability to prioritise tasks in a busy environment.
- Strong conflict resolution skills and the ability to handle challenging team dynamics or customer complaints effectively.
- Ability to work as part of a team and be pro-active, to self-direct and use your initiative.
- Good IT skills, including telephony and CRM systems, Microsoft Word, Excel, Outlook and Teams.
Personal Attributes:
- Proactive and self-motivated with a passion for delivering outstanding customer service.
- Strong problem-solving skills with the ability to think critically and make sound decisions.
- Empathetic and approachable, with a commitment to creating a positive and supportive working environment.
- Ability to adapt to changing circumstances and manage multiple tasks effectively.
Please note this role is subject to a Basic Disclosure and Barring Service check
The Company
We are a housing association based in Norfolk providing quality homes and services to people across the county and in Suffolk.
We manage over 6,000 homes including affordable homes for those in housing need who cannot afford to rent or buy in the open market.
We offer specialist homes for older and vulnerable adults and are committed to providing new homes to help solve the housing crisis.
At Saffron
We have a huge commitment to our employees. We want the team at Saffron to be happy, empowered, motivated and feel proud to be part of the Saffron community. We know by having great people we can do a great job for our tenants. We trust our colleagues to do the right thing and we are looking for people whose values are aligned with ours (PACE – Professional, Accountable, Collaborative and Evolving).
You will have the freedom to learn and grow. We are passionate about investing in our people, providing them with the skills they need now, and for their future aspirations. We do this by offering a blend of learning opportunities, including our innovative e-learning platform where learning is self-directed allowing people to learn what they want, when they want to.
We work with and support our people to work in an agile way to ensure that have the right work/life balance. They have the choice to work in the office, work from home, coffee shop, park or a combination of all. We have recently refurbished our offices to encourage collaborative, agile working.
As an inclusive employer, we are committed to the equal treatment of all current and prospective employees and have a zero tolerance policy relating to discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the Saffron Community.
Our Strategy
Inspiring Organisation:
Outstanding colleague engagement
Inspiring Communities:
90% customer satisfaction
Inspiring Innovation:
Creating £3m of capacity to invest
Governance
We will operate in a culture where strong governance, compliance and risk assessment is business as usual.
Homes
We will actively manage our existing homes, and deliver new affordable housing to provide quality homes for current and future customers.
Our Benefits
Learning And Development
Time Off
Prioritising Mental Health
Aviva Pension Scheme
Health Schemes
Salary Sacrifice Schemes
Documents
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