Customer Support Team Manager

1 week ago


Thatcham, West Berkshire, United Kingdom Sovereign Housing Association Full time

The Role

Your role will be to inspire, lead, and motivate a dedicated team of circa 8 Customer Support Advisors. Your role will be pivotal in ensuring the delivery of consistent, high-quality service across all channels, embodying our commitment to 'right first time' outcomes and customer satisfaction

Key responsibilities:

Contribute to the overall annual budget setting process and any devolved budget. Drive continuous improvements to streamline processes/ways of working Monitor performance in real time of your team, ensuring they both individually and collectively achieve agreed service and quality levels Recognise and reward great performance and values examples, as well as managing underperformance and absence Contribute to embedding digital channels, focussing on streamlining processes to make it easier for customers

Knowledge and skills:

Proven experience in leading and managing dynamic Customer Support teams Strong communication, active listening, and decision-making skills Evidence of excellent customer service achievements Demonstrated excellence in customer service and stakeholder management Ability to recruit, nurture, and develop professional teams to deliver impactful customer strategies Knowledge of data management processes and industry standards Commitment to personal and professional development

Interviews will be held week commencing the 8th July.

What you'll get from us

We have some fantastic benefits on offer at SNG, including:

£ flex-pot annually, discounted shopping & cycling scheme 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days) Company pension scheme matched up to 12%, life cover at 4x your salary Flexible working - we're committed to giving people flexibility as widely as possible Options for private medical insurance, dental insurance & critical illness cover

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at Sovereign. Take a look at our to learn more about us and our values.

This is a great opportunity to join the team as we progress through an exciting period of change. What we do makes a real difference to people's lives and by joining us you can share the satisfaction of doing something that really matters.



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