Assistant Customer Services Manager

Freebridge Community Housing ,
King's Lynn, Norfolk
More Details
Salary: circa £26,500 per annum

Overview

Assistant Customer Services Manager Location: King’s Lynn, PE30 1DZ Salary: circa £26,500 per annum Hours of Work: 8.45 – 5.15 Monday – Thursday, Friday with an hour for lunch About the Company: Freebridge Community Housing was set up in 2006 and now manages around 7,000 homes and 17 sheltered schemes in West Norfolk. They employ over 200 people and as part of the e2 consortium, they aim to build strong and sustainable communities by providing high quality affordable homes within well designed neighbourhoods. Assistant Customer Services Manager Responsibilities: Monitor team workloads, performance and service quality against corporate targets, policies and service standards, ensuring compliance and instigating remedial action where required. Contribute to staff development through ongoing coaching, support and training. Monitor individual performance and development through performance planning, objective setting and monthly 121 reviews. Identify ways to improve and develop working practices and procedures to increase efficiency and performance. Take ownership for ensuring the continued development of knowledge, skill and best practice in the team through implementation of the training programme. Work with the Customer Services Manager to plan and deliver team meetings, away days and development sessions. Take responsibility for the comprehensive training and development of all new members of staff, to ensure competence in and compliance with all procedures. Assistant Customer Services Manager Requirements: Proven experience within a customer service environment, in a capacity which involved face-to-face interaction with customers, resolving difficult issues and with supervisory responsibility Proven experience of directly supervising a customer facing team dealing with complex and challenging customer needs Understanding of the role and scope of Social Housing providers, and access to these services Working knowledge of Housing and Welfare Benefits Minimum of 5 GCSE passes (or equivalent) including English and Maths (A-C grades) & 2 A Level Passes - A good understanding of health & safety principles, personal safety and staff welfare issues. Recognised supervisory/first line management qualification or evidence of current study towards such a qualification – ILM Level 3 etc. Chartered Institute of Housing Membership & Qualification i.e. min. Level 3 Certificate in Housing (Desirable) Recognised Coaching and Mentoring qualification (Desirable) Substantial previous experience of all MS Office applications i.e. MS Word, Excel, Outlook etc. including a relevant IT qualification i.e. GCSE pass, or ECDL or equivalent Excellent interpersonal and communication skills essential with proven ability to negotiate and mediate with a range of people and explain complex information both verbally and in writing. Ability to interpret, explain and implement detailed policy and procedure. Ability to manage time & tasks effectively, work well under pressure both individually and in a team to deadlines, delegating appropriately. Frequent travel to other sites, customer homes and developments will be required therefore the ability to travel daily and access to a vehicle (Essential) Basic Disclosure & Barring Service check (Essential) Assistant Customer Services Manager Benefits: Competitive salary Up to 30 days holiday Generous pension contribution If you think that you are suitable for this Assistant Customer Services Manager role, please apply now This job was originally posted as www.totaljobs.com/job/89697208

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