Customer Operations Lead

4 days ago

Cheadle, United Kingdom Johnnie Johnson Housing Full time

Do you thrive in a fast-paced work environment, with a passion for exceptional customer service?

Are you looking for your next challenge in leading a team?

Do you like to make a real difference to people’s lives?

If this sounds like you, this could be your perfect role.

We are a not-for-profit housing association, housing over 8,000 residents across the Northwest, Northeast, Yorkshire, and Derbyshire. Our vision Living Longer, Living Better is simply about helping people age well and live independently for longer.

We’re looking for someone who will be able to;

Take ownership of service performance within the Customer Experience Team.

Create an environment where colleagues thrive and deliver outstanding customer service.

Lead, coach, develop and motivate colleagues through team meetings, check-ins, 121’s.

Support our Neighbourhood Colleagues across all aspects of tenancies and service delivery.

Operate as an expert, skill sharing and championing first point resolution.

Develop service level targets and administration tasks.

So now you’ve heard a bit about what you’ll do, let us tell you a bit about the team It’s important to know who you might be working with, right?

**Our Team**

We are a close-knit team of eleven based at our great innovation Hub in Cheadle. We’re led by Vikki our Customer Operations Manager and as well as providing support to the organisation and our customers, we support each other too. We work hard but we also like to have fun

**About You**

Ideally, we’re looking for someone who has experience working within a customer service environment, with a CIH Level 4 in Housing Management (or the willingness to work towards it). With an understanding of the housing sector, including leasehold, income, and allocations. You’ll have the ability to lead your team ensuring celebrity service is being delivered, maintain relationships with key external stakeholders, manage contracts and performance whilst understanding and managing key systems and platforms.

You’ll be comfortable working with colleagues across the business in an environment focused on continuous improvement and digital innovation.

An excellent communicator at an operational level, you’ll put the customer at the heart of everything you do

If you think you’ve got most of what we are looking for, but not everything, we’d still love to hear from you.

**And the benefits of working for us?**

We work in a completely agile way, you can work from home as well as your main place of work, as long as our residents and customers are put first. You’ll also have a degree of flexibility, so you can attend the important things in life. Whether that’s a gym class you’d love to attend, your child’s school play or maybe it’s just that you’ve got a new fridge being delivered, we will work with you to be flexible.

We offer a fantastic holiday allowance of 33 days per annum (including statutory holidays) which rises to 38 days after 5 years’ service. We can offer you a 35-hour working week, an enhanced 5% employer contribution pension scheme and a recognition scheme with both financial and non-financial rewards such as gift vouchers, early finishes or even a later start.

Why don’t you visit our careers site to find out more about us, the role and what we can offer you.

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