Customer Support Team Manager - Housing and Welfare

About the role
The Guinness Partnership is looking for a Customer Support Team Manager to take charge of tenancy sustainment services delivering great service to high standards, achieving a positive outcome for Guinness, our residents and Customers. This role is a full time, permanent role based from our Oldham office.

We know that flexibility is important, therefore we offer a hybrid working model; working 3 days in our Oldham office with the option to work from home 2 days per week.

What we’re looking for
An expert leader responsible for a comprehensive tenancy sustainment service that supports Guinness’s strategic objectives by providing clear information, practical advice and timely interventions to help residents maintain successful tenancies. The role involves managing budgets, meeting targets and ensuring expenditure delivers strong value for money and high customer satisfaction.

You will drive service improvements by reviewing feedback, setting plans and targets, and contributing to the complaints process to ensure organisational learning and continuous improvement.

You will also support colleagues with complex tenancy sustainment casework, helping them develop their skills and confidence, while working collaboratively across the team to innovate and deliver right first time services.

Essential skills and experience
•    Proven experience of delivering high quality services in a customer focused environment.
•    Experience of developing services in consultation with residents, customers and stakeholders.
•    Proven experience of working in a social housing environment and knowledge of housing legislation and current best practice.
•    Extensive knowledge of current welfare and housing benefits.
•    Able to advocate on behalf of the company and/or customers when dealing with local authorities and other benefit agencies. 
•    Ability to manage budgets. 
•    Proven influencing and negotiating skills with the ability to build relationships with external agencies. 
•    Excellent oral and written communications.
•    Strong leadership qualities to continuously develop and motivate a team.

Desirable:
•    Experience of working in social housing.

Qualifications:

Essential: 
•    CIH Certificate in Housing Practice (Level 4).
If you’re interested in joining us and would like to apply for this role, please review the role profile to view all the key responsibilities and to ensure you meet the essential criteria.

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