Created by Tenants for Tenants, at SBHA we are dedicated to providing safe, affordable, and quality homes for our communities. We strive to create vibrant, inclusive neighbourhoods where everyone has the opportunity to thrive. Our commitment to excellence in customer service is at the heart of everything we do.

The Role:

We are seeking a dynamic and experienced Director of Customer Services to lead our customer service team. This pivotal role involves overseeing all aspects of customer service operations, ensuring that customers receive exceptional support and that their needs are met efficiently and effectively.

Key Responsibilities:

• Lead and inspire a dedicated customer service team to deliver outstanding service.
• Develop and implement customer service strategies that align with our organizational goals and values.
• Monitor and analyse customer service metrics to identify areas for improvement and ensure high standards of service delivery.
• Foster a customer-centric culture within the organisation, promoting continuous improvement and innovation.
• Collaborate with other departments to resolve complex customer issues and enhance the overall customer experience.
• Ensure compliance with relevant regulations and standards, maintaining a high level of service quality and consistency.
• Champion the customer and be an ambassador for SBHA, representing the organisation at locally and nationally, advocating for customer needs and perspectives.

About You:

• Proven experience in a senior customer service leadership role, preferably within the housing or customer service sectors.
• Exceptional leadership and team management skills with the ability to motivate and develop staff.
• Strong strategic thinking and problem-solving abilities.
• Excellent communication and interpersonal skills.
• A customer-focused mindset with a passion for delivering excellence.
• Financially astute and able to innovate and collaborate to strengthen outcomes and our service offer.
• Knowledge of housing regulations and standards is a plus.

Why Join Us?

• The chance to make a meaningful impact in the lives of Tenants and communities.
• Competitive salary and benefits package.
• Opportunities for professional development.
• A supportive and inclusive work environment