Housing Manager - Customer Experience

We adopt a ‘name blind’ approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made - please note that this also includes any CV uploaded. Equality monitoring information is not accessible by recruiting managers at any stage.
Kirklees
Growth & Regeneration
Homes & Neighbourhoods
37
1
Across Kirklees
Permanent
Grade 11

£39,186 - £41,418

Homes and Neighbourhoods are on a journey to improve the customer journey and achieve service excellence.  Our improved complaints strategy is focussed on working with our customers and learning from complaints to improve service delivery.  The Customer Experience Team are the frontline of our complaints handling process and are committed to delivering an efficient and responsive customer focussed service that puts the voice of the tenant at the heart of our complaint handling by providing support and guidance to colleagues across Homes and Neighbourhoods and Kirklees council to deliver excellent services which meet the needs of our customers and is focussed on early resolution.

We are seeking a professional manager with a ‘can do’ attitude and a passion for customer service and putting the needs of our customers first.  You will support the Customer Experience Services Manager in delivering a responsive, customer focussed service that complies with the requirements of the Housing Ombudsman Complaint Handling Code, ensuring that policies and processes are implemented and embedded consistently across Homes and Neighbourhoods.  

You will lead and manage the Customer Experience Team to deliver excellent services and achieve high performance in line with policies and procedures.  Be responsible for all aspects of team/staff management including but not limited to:

  • Staff support and development
  • Managing absence
  • Staff performance including conduct issues
  • Team development and training
  • Performance monitoring to achieve desired outcomes for the service
  • Managing resources and workloads
  • Maintaining a responsive, customer focussed service that complies with polices, procedures and the Housing Ombudsman Complaint Handling Code.
  • Work in collaboration with other teams in Homes and Neighbourhoods and the wider Council to achieve positive outcomes for customers

You will work with colleagues across the organisation in line with Kirklees Councils core behaviours and values, to contribute to and promote a positive complaints culture. 

The post holder will be expected to adopt the hybrid way of working which will involve working from home, and regular opportunities to work face to face with the team and other colleagues in an office base.

If you feel you have the skills we’re looking for please read the ‘Essential Requirements’ of the role. You must demonstrate how you meet these requirements in your application form in order to be shortlisted for the role. 

If you would like an informal discussion about the role, please contact Christine Cross, Customer Experience Services Manager on 01484 221000.

Christine Cross is the manager for this role, please contact them on 01484 221000 for an informal discussion, or if you need any more information. 
This job is subject to a DBS check at the appropriate level, please refer to the Job Description/Profile.  A conviction may not exclude candidates from appointment but will be considered as part of the recruitment process.
We know there’s a wealth of talent among people who have a disability and we encourage applications from people with all differing abilities. So, if you need any support completing an application form, or any other format for the application or Job Description please contact the Recruitment Team for help by email: jobs@kirklees.gov.uk or phone: 01484 221000 and ask for ‘Recruitment’.
We are committed to safeguarding and promoting the welfare of vulnerable adults and children and young people and expect all staff and volunteers to share this commitment.

12 February 2023, 11:55 PM

Important Information

This vacancy is closed to applications.