Customer Service Manager

2 days ago

High Wycombe, Buckinghamshire, United Kingdom Paradigm Housing Group Full time

Job Summary:

Paradigm Housing Group is seeking an experienced professional to fill the role of Customer & Neighbourhood Officer. This position is a 6-month secondment opportunity that requires a deep understanding of social housing and a passion for delivering exceptional services to our customers.

About the Role:

As a Customer & Neighbourhood Officer, you will be responsible for managing a mixed-tenure area, ensuring compliance with housing regulations, supporting vulnerable customers, and working closely with other teams and external partners to drive improvements in your neighbourhood.

Key Responsibilities:

  • Social Housing Expertise: Leverage your in-depth knowledge of social housing and relevant legislation to manage and resolve complex tenancy issues, ensuring compliance and high standards of service.
  • Neighbourhood Management: Deliver visible, accountable neighbourhood services, working with customers, local authorities, managing agents, and community members to create safe and thriving communities.
  • Customer Focus: Act as a leading advocate for our customers, ensuring their voices are heard and their needs are met. Handle case management with a focus on positive outcomes for both customers and the organisation.
  • Partnership Working: Collaborate with internal teams and external partners, including social services and the police, to provide a comprehensive neighbourhood management service.
  • Patch Improvement: Develop and execute patch improvement plans using data and customer feedback, managing budgets for maintenance and estate improvements, and sourcing additional funding where possible.
  • Vulnerable Customer Support: Identify and support vulnerable customers, working with the Customer Support & Partnerships Team and other agencies to safeguard and assist those in need.

Requirements:

  • Experience: Proven experience in social housing, with a strong background in housing management and case management within a regulated environment.
  • Communication: Advanced communication skills with the ability to influence and build relationships with a wide range of stakeholders.
  • Customer Service: A strong customer focus, with a track record of delivering high-quality services and improving customer satisfaction.
  • Problem-Solving: Ability to manage a diverse workload, make data-driven decisions, and deliver solutions that meet the needs of the community.
  • Flexibility: A collaborative approach and the ability to work flexibly in a fast-paced and changing environment.

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