In this role you will lead the customer service function across scheduling, administration and customer experience for a busy social housing repairs contract. You will drive a resident‑centred, high‑performing team and partner with operations, planning and client representatives to improve service delivery and contract performance. The position focuses on customer excellence, performance analytics, and continuous improvement to enhance the resident journey and stakeholder satisfaction. This is a leadership role with a clear impact on service quality and contract outcomes.
Responsibilities
Lead and develop customer service, scheduling and administration teams
Foster a customer-first culture delivering strong resident outcomes
Monitor and analyse KPI performance to identify trends and risks
Manage customer complaints and escalations with effective resolution and learning
Design and implement initiatives to improve the resident experience
Collaborate with operations to boost productivity and service delivery
Champion continuous improvement across the contract
Maintain relationships with clients, residents and internal stakeholders
Lead performance management, coaching, and development activities
Support workforce planning to meet service demand
Produce and present service performance reports to senior stakeholders
Drive consistency and best practices across customer-facing functions
Key requirements
Proven experience leading customer service or operational support teams
Experience in social housing, repairs or service-led environments
Strong leadership with stakeholder management experience
Experience analysing performance data and driving improvements
Proven track record in managing complaints and customer satisfaction initiatives
Ability to influence stakeholders at all levels
Strong commercial awareness and understanding of contract performance
Experience driving change and continuous improvement programmes
Exceptional communication and interpersonal skills
Strong analytical and reporting capabilities
Highly organized with attention to detail
Ability to work in a fast-paced environment
Proactive problem solving and solution-focused mindset
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