Housing Customer Service Manager

Marks Consulting Partners are currently recruiting for a Housing Customer Service Manager to work with one of our Housing Association clients in South London.

This is a permanent role paying up to £65k per annum, dependent on experience, and the successful candidate will lead a team of two Housing Customer Service Leaders and two Anti-social Behaviour Officers.

What you will be doing:

* Delivering a first class, efficient, customer focused and responsive housing management service

* Demonstrating success against housing management KPIs, including customer satisfaction, complaint resolution, estate inspections and fire risk assessments, void turnaround, ASB resolution, and tenancy and estate management

* Ensuring compliance with policies, procedures and legislative requirements

* Building and leading a highly motivated, performance driven team against key targets

* Overseeing directly delivered and agency managed supported accommodation, maximising independence and tenancy sustainment

* Analysing data to understand trends and issues in customer needs and complaints

* Minimising cases escalating to court or eviction through proactive, effective management

* Undertaking management reviews of escalated complaints, ensuring lessons learned drive service improvement

* Ensuring effective resident involvement in the evaluation and design of services

What you will need:

* Degree or equivalent qualification

* Knowledge of housing law, the regulatory framework and good practice around debt recovery

* Experience presenting cases to court, with knowledge of the court system and legal remedies relating to tenancy matters

* Extensive experience delivering an efficient, effective housing management service, with a proven track record against targets

* A clearly evidenced track record of managing change and delivering service improvement

* Excellent written and verbal communication skills, with a proven ability to influence and manage stakeholder relationships

* Experience leading and motivating a multi-disciplinary team, identifying and harnessing talent at all levels

* Commitment to providing a high quality service to colleagues and external clients

If this job is not quite right for you but you are looking for something new, please contact us for a confidential discussion.

Marks Consulting Partners specialise in the recruitment of professionals across Property Services, Housing Services, General Practice, Town Planning, Regeneration & Development, and Building Consultancy, working with housing associations, local authorities, and related public sector organisations
Only candidates based in UK and eligible to work in UK are allowed