Customer Service Centre Manager
Customer Service Centre Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Permanent Full Time
37 hours per week (Monday Friday Flexibility Negotiable)
Are you a people-focused leader with a passion for delivering outstanding customer experiences At Thrive were looking for a Customer Service Centre Manager to lead our dedicated team in providing responsive high-quality support across all contact channels - including digital phone email text and written correspondence.
This is more than just a management role its an opportunity to shape how thousands of customers access and experience the services that help them feel secure and supported in their homes including the smooth handling of service requests and repairs. If youre driven by service excellence team development and continuous improvement wed love to hear from you.
We own and manage nearly 6000 homes throughout Hertfordshire Bedfordshire Buckinghamshire and Oxfordshire delivering much-needed homes for social and affordable rent intermediate rent leasehold shared ownership and private market rent
We offer flexible homeworking with this position and you will be required to attend our office once a week.
Responsibilities:
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Manage a team of customer service advisers and coordinators to meet performance expectations and deliver excellent service across multiple contact channels (telephone digital email and written correspondence).
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Oversee the daily operations of the customer services team ensuring housing-based service requests and repairs are efficiently triaged scheduled and resolved in line with Thrives standards.
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Ensure repairs are scheduled and progressed effectively to meet required timescales maximising first-time fix and driving customer satisfaction.
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Monitor and report on key service performance indicators including contact volumes response times first contact resolution and appointment adherence.
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Provide regular analysis of customer contact trends - such as channel usage (e.g. online portal phone wrap codes) transaction types and digital engagement - to support informed decision-making and service design.
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Conduct quality assurance checks to ensure service standards are met processes are followed and to identify trends training needs or areas for improvement - taking action to implement necessary changes.
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Develop and implement customer service policies procedures and relevant training to the team and wider business.
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Manage contracts for out-of-hours call handling and telephony provision.
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Provide technical support and training on the use of the telephony system working closely with IT to ensure it meets operational needs.
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Contribute to the development of systems and processes that enhance customer experience appointment scheduling and overall service efficiency.
Requirements:
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Strong experience managing customer service teams.
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Strong reporting and trend analysis skills.
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Advanced Excel and data handling skills.
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Direct experience in customer service within housing and/or planning services would be beneficial.
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Experience in service improvement quality assurance or process development (essential)
Closing date: 1stJuly 2025
Interviews Dates: To be confirmed
Specific roles within Thrive are subject to a basic DBS check the successful applicant(s) will be contacted by our People Team if this applies to their role.
We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.
INDHIGH
The Company
Thrive Homes is an award-winning housing association with a strong track record in the housing sector and ambitious plans. Thrive exists to provide good quality affordable homes and services enabling the development of communities where people can manage over 5000 properties and are continuing to build new homes each year.
Thrive is proud to deliver flexibility for employees to work in a manner that suits their wants/needs best. Our SMART working policy allows individuals to take full control of their productivity by offering a choice between working in-house or away from the office. This means that successful candidates have the freedom to work as little or as often as they like from Thrives state of the art offices.
The Benefits
Benefit 1
Benefit 2
Benefit 3
Benefit 4
The Values
- Innovation
We are creative and fearless in our work.
- Accountability
We take ownership of our work and lead from the front.
- Teamwork
We collaborate widely and build supportive environments.
Generous family friendly provision
Pension
we will pay double your contribution (up to 10%).
Discretionary Bonus
Life assurance
a payment of 3x your salary
Virtual GP Service
(available 24/7)
Wellbeing reward scheme
(earn vouchers through a health app)
Free Financial Advisor service
(includes savings mortgage debt & pension advice)
A range of engagement activities aimed at building team morale supporting both physical and mental health and celebrating all things that make us different!
Buy or Sell annual leave
You will receive basic 25 days annual leave p/a increasing by length of service (up to 30 days)
Cycle to work
Retail Vouchers & Discount Scheme
PLACEHOLDER 4
Car Benefit scheme
Health Cash Plan
facility to claim cashback for dental optical and physiotherapy costs alongside wellness services.
Annual Health Screening
(BUPA)
PLACEHOLDER 8
Thrives Approach
Thrive is an exciting place to work. We challenge ourselves and others to deliver results and think differently. We share positive experiences and messages with trust and respect at the core of every relationship. Our leaders adopt a coaching and mentoring approach - enabling and empowering others to deliver. We embrace change and encourage a strong focus on positive outcomes. We value agile working arrangements from our offices in Apsley Hertfordshire and we pride ourselves on looking after our colleagues by offering progressive careers and a full range of modern continue to grow as an organisation and aim to attract the very best people.
Thrive homes are committed to fostering cultivating and preserving a culture of diversity equity and inclusion. This commitment is at the core of our understanding the importance of different voices experiences perspectives and backgrounds. We actively encourage all applicants that are suitable for the role from diverse career paths and backgrounds and from all sections of the community.
As committed members of Inclusive Employers and a Disability Confident Committed employer we remain steadfast to a fair recruitment process. If you have any accessibility needs and require reasonable adjustment please contact us.
Specific roles at Thrive are subject to a basic DBS check.
Documents
Required Experience:
Manager
Employment Type
Full-Time
