Overview
Southern Housing is looking for a talented candidate to join us as a Customer Repairs Manager in our Customer Transactions department on secondment basis until February 28th 2027. This is an exciting opportunity for someone who is interested in leading, supporting and managing a high quality, customer-focused omni-channel (voice, emails, webchats, customer portal & CRM tasks/cases) repairs contact centre team of front-line advisors by inspiring and motivating all team members to deliver an effective, friendly, innovative, and quality service to our residents, meeting operational objectives.
Reporting to the Head of Customer Repairs Contact, you will manage and motivate a team of repairs contact centre advisors, by providing them with the skills and knowledge they need to always deliver an efficient customer experience and service. By being committed to equality, diversity, and inclusion, you will be a trusted and respected colleague.
Responsibilities
- Lead, support and manage a high-quality multi-channel repairs contact centre team (voice, emails, webchats, customer portal & CRM tasks/cases).
- Inspire and motivate team members to deliver an effective, friendly, innovative, and quality service to residents while meeting operational objectives.
- Provide team members with the skills and knowledge required to deliver efficient customer experiences and services.
- Collaborate with other departments to ensure customer issues are resolved effectively and efficiently.
Qualifications and Requirements
- Experience of effectively managing, motivating and inspiring team members.
- Ability to communicate effectively and concisely in multiple channels (phone, face-to-face, emails and in writing) using customer-friendly language.
- Good negotiation, influencing skills and solution-focused approach.
- Ability to prioritise work to meet deadlines and work under pressure with minimal supervision.
- Able to work productively with other departments and deliver excellent customer service with a can-do approach.
Location
This position is based at B800 Sittingbourne.
Note
Closing date for applications: 20 April 2026. Shortlisting date: week commencing 20 April 2026. Interview date: week commencing 27 April 2026.
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