Head of Customer Services

Would you like to join us on a mission to tackle the housing crisis in the East of England? We're Flagship Group, a social housing provider with a big heart and a real passion for Equality, Diversity, and Inclusion. Not only will you be part of something truly meaningful, but you'll also enjoy fair pay and some pretty great perks.

We're all about our people and our customers. We live and breathe our values - Great People Doing Great Things, Relentlessly Improving Performance, Spending Money Wisely, and delivering top-notch customer service.

Are you passionate about delivering outstanding customer service and leading a highly motivated team? Flagship Group is seeking a dynamic and experienced Head of Customer Services to join our team and help us solve the housing crisis. In this pivotal role, you will enable the delivery of exceptional customer service through a dedicated and engaged team, leveraging quality data and continuous improvement to drive performance.

At Flagship, our customer service centre is the heart of our interactions with tenants and individuals accessing our services. As the Head of Customer Services, you will develop a team that consistently embodies our Flagship values, equipped with the technology, tools, and autonomy to delight our customers. You will stay at the forefront of service improvement by influencing, listening, learning, and challenging across the business. Your role will involve continuously enhancing team structure and operations using effective insights and robust decision-making.

Data quality is crucial to understanding performance, and you will play a key role in improving data from the customer service centre to ensure accurate reporting and identify opportunities for service design and learning. This relentless improvement work requires building effective relationships with internal stakeholders to support the team in developing appropriate solutions. Additionally, you will seek relationships and networking opportunities outside of Flagship to gain different perspectives and innovative ideas.

Working in an agile environment, your team will face multiple demands and competing priorities across the organisation. Recognising their performance and developing a robust approach to skills development will be a key responsibility for you and the management team you inspire. Your leadership will ensure that the team operates efficiently and effectively, always putting the customer at the heart of decision-making and service delivery.

You will have excellent prioritisation, organisation, and delegation skills, with a proven track record of leading a large team across multiple locations. Your ability to put the customer at the centre of decision-making, problem-solving, and overall service delivery is essential. As an active listener with exceptional communication skills, you can convey messages clearly using a range of styles, tools, and techniques appropriate to the audience. Your persuasive and influential skills will help drive improved business performance and influence organisational strategy.

Ideally, you will have experience utilising data quality and technological innovation to enhance customer service solutions. A full UK driving licence and education to A level or equivalent, with a relevant qualification in safeguarding, are required.

In this role, you will have the opportunity to develop skills in board reporting, public speaking, people management, and a coaching approach to leadership. You will also enhance your ability to utilise data quality processes and implement effective digital solutions.

**In return for your hard work, we offer a competitive salary of and a benefits package that includes**:

- 25 days annual leave (increasing to 28 days with length of service), with the ability to buy and sell leave.
- Access to the Flagship Rewards Scheme offering savings on groceries and VIP rewards
- Death in Service Benefit
- Company Sick Pay
- An agile working environment to achieve a healthy work/life balance

**and that’s not all We’re also proud to offer;**
- Opportunities for development (including apprenticeships, our Academy, and various training options)
- Health and well-being programs and initiatives
- Empowerment (we give you the tools and systems to make the right decisions for resolving issues)
- A Leadership Team that inspires, develops, and supports you

**Closing date: 21st November 2024.** **Interviews: 28th and 29th November 2024.**

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

Pay: £68,000.00-£72,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Work from home

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: REQ01103