Customer Lead

7 months ago

Liverpool, United Kingdom Cobalt Housing Full time

**About the role**

This role is a support to the Neighbourhood Manager in leading the customer relationship function within the wider Neighbourhood team, managing employees and processes within the team; and achieving KPI’s which will include customer satisfaction, arrears and void management.

**Role Summary**

The Customer Lead will oversee the Customer Relationship/Neighbourhood Officers in a specific geographical area to support the delivery of standard housing management functions, including allocations, arrears, void management, estate management, customer/resident involvement, lettings, and other customer interactions.

The Customer Lead will be responsible for ensuring that targets and objectives are met. They will work with the Neighbourhood Manager and the Income and ASB (anti-social behaviour) specialist officers to identify and address neighbourhood and customer priorities and ensure that their team is motivated and supported.

The Customer Lead will actively maintain effective working relationships across the business and support the development of both internal and external relationships, particularly leading and nurturing our resident involvement initiatives in each locality and across the organisation.

**Main Responsibilities**

To assist with management of the Neighbourhood team and function within the wider neighbourhood team. To help to lead the delivery of flexible, effective and efficient housing management and customer interaction services, making best use of team resources and available budgets to tackle key identified issues.

To help to create a supportive, fair and positive culture within which team members are motivated and can develop and maximise their skills and abilities. To use the Continuous Professional Development (CPD) and One-to-One processes effectively to deliver this.

To assist with the Neighbourhood Plan approach to managing our neighbourhoods. Specifically, to help to gather information that identifies key issues and risks to be addressed and then creation and delivery of an action plan for each neighbourhood, in conjunction with other teams and stakeholders.

Allocations - support and guide the team to ensure that properties are advertised and allocated at the earliest opportunity with full regard to targets for relets and the sustainability of tenancies. Assist with audits to ensure performance and conformity with process, legislation and our nomination commitment.

Tenancy Management - lead the officers delivering housing management services, working closely with the ASB and Income specialist officers. To ensure that housing management functions are delivered in line with policies and procedures and to measure the outcomes.

Customer Contact - lead officers to ensure all tenancy management or asset related matter are resolved as best as possible at first contact. Working with collaboratively to ensure supporting processes and procedure are robust to deliver excellent customer service.

To work with the team, stakeholders and our legal advisors to agree and approve legal remedies to tackle varying tenancy breaches and protect communities

To deliver an effective performance management framework within the team to ensure both team and individual performance targets are established, monitored and managed. To assist with the collation and submission of reports on agreed performance areas as requested.

To actively participate and lead where requested our approach to Service Excellence by helping to develop Service Excellence Plans (SEPs) in conjunction with customers and colleagues. Ensure that these reflect emerging legislative changes, sector risks and opportunities.

Work with local partners, promoting our products and services in line with corporate objectives and our values.

Nurture, encourage and lead effective resident involvement within the neighbourhoods served, ensuring that all officers within the CRO team also engage positively with resident groups and individuals.

To support the evolution of the customer experience with innovative technology.

To assist in the development of Strategies, Policies and Procedures as required and to ensure conformity within the team to these approaches.

To assist with the management of employee related issues such as recruitment, induction and training, sickness and absence, health and safety, grievance and disciplinary, in line with procedures.

To foster excellent customer relationships and embed this within the team, putting into practice learning from customer feedback.

**Job Types**: Full-time, Permanent

Pay: £36,410.81 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Casual dress
- Company car
- Company events
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay
- Work from home

Schedule:

- Day shift
- Monday to Fri

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