Top job! Director of Customer Services
- Full time
- Circa £85,000 – £91,000
- Hybrid: Selkirk
- Closing 8th July 2024
- Advertised from 17th June 2024
- Pay award pending.
Role
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
Application notes
If you are ready to take on this exciting challenge and make a real difference to people’s lives, we want to hear from you!
For more information on the opportunity, please visit aspenpeople.co.uk/microsite/sbha.
For a confidential discussion please contact Nigel Fortnum or David Currie at Aspen on 0141 212 7555.
SBHA is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Closing date – Monday 8th July 2024
Glasgow West Housing Association; located in the heart of Glasgow’s West End, is a voluntary, not for profit organisation and a registered charity. With history dating back to 1978, we have a vision of shaping thriving communities. With over 1500 rented properties: Homes are our purpose, service and sustainability is our priority.
We look forward to considering applications for the position of Facilities Co-Ordinator, a key member of our Estates Services Team. You will oversee our Facilities and Estate Management operations including providing support to the frontline team, and our Concierge. You will report to the Estates & Factoring Manager with overall responsibility to the Technical Director.
We are looking for a highly motivated and driven individual to coordinate an effective and efficient Facilities and Estate Management service aligning with strategies and initiatives. You will be actively involved in the development and delivery of relevant procurement priorities, policies and procedures in the context of our wider service delivery.
The ideal candidate will have experience in the housing sector, confident in leading a team, mitigating complaints and providing high quality customer service.
A summary of key tasks include:
- Supporting and mentoring of the Concierge and Estates Services Team through regular planning and support measures.
- Co-ordination of Estate Services to ensure compliance with legislative responsibilities: including regular inspection of common areas and liaison with partner agencies (e.g. Glasgow City Council departments).
- Effective Line Management of Estates and Concierge services to reflect strategy (concierge, waste management, cleaning, environmental services, parking etc) and performance indicators.
- Leading related contractor performance management and contributing to relevant procurement plans.
- Alignment of Estates service provision within context and legislative framework of the Property Factors (Scot) Act 2011, and GWEn operational priorities.
- Facilities Management including alarms, CCTV, security, and common electrical supply / utilities contracts.
- Leading Performance reporting on relevant service areas (including data collation / accuracy checking).
In return, GWHA offer generous EVH Terms and Conditions including:
- 25 days annual leave and 15 public holidays
- Flexible working practices including flexi time, home working, enhanced occupational maternity, paternity and shared parental leave
- Defined contribution pension scheme
- Ongoing professional development & training opportunities
- Cycle to work scheme
- Specific GWHA benefits including; annual service commitment award, long service award and additional festive leave
- Death in Service Benefit
Post is subject to satisfactory Disclosure Check.
Top job! Senior Technical Officer x2
- Full time
- £46,728 – £50,556
- On site: Glasgow
- Closing 31st July 2024
Glasgow West Housing Association Ltd is a voluntary, not for profit organisation and a registered charity. With history dating back to 1978, we have a vision of shaping thriving communities. With over 1500 rented properties: Homes are our purpose, service and sustainability is our priority.
Following a recent restructure of our Services and Technical Departments, we have an exciting new opportunity for a Senior Technical Officer. We are looking for highly motivated and enthusiastic individuals who can demonstrate their commitment to delivering high quality projects to an excellent standard.
Located in the heart of Glasgow’s West End, you will be a key member of Technical Team, supporting our ambitious procurement and investment plans across Net-Zero initiatives, component replacement, Major Repairs, and Cyclical Maintenance projects with a view to ensuring Scottish Housing Quality Standards compliance, enhancing the quality of our homes, ensuring resident satisfaction; and improving our neighbourhoods.
The ideal candidate will have experience delivering a range of planned and ad-hoc major work, common repairs and investment initiatives, with sound working knowledge of preparing procurement business cases, work specifications and tenders. A relevant professional or vocational qualification (HND/SCQF level 8 or above) would be desirable.
A summary of key tasks include:
- Preparing procurement business cases in compliance with procurement strategy, ensuring timely preparation of work specifications and tenders, and contributing to tender evaluations, to meet project planning and governance objectives.
- Development of relevant consultant appointment service level agreements, appointment documentation and rolling performance monitoring / management.
- Delivering a range of planned / ad-hoc major works / common repair, Net-Zero, and investment initiatives including cyclical, SHQS & EESSH compliance projects, and component replacement as directed.
- Property inspections / reporting to assess compliance with SHQS / EESSH , to inform investment strategy.Pre and Post Contract administration in line with GWHA procurement strategy (including but not limited to preparing / contributing to tender documentation, tender evaluation, issuing instructions, ensuring contractor compliance).
- Assessing and addressing contractor performance in respect of quality and performance across all functions.
In return, GWHA offer generous EVH Terms and Conditions including:
- 25 days annual leave and 15 public holidays
- Flexible working practices including flexi time, home working, enhanced occupational maternity, paternity and shared parental leave
- Defined contribution pension scheme
- Ongoing professional development & training opportunities
- Cycle to work scheme
- Specific GWHA benefits including; annual service commitment award, long service award and additional festive leave
- Death in Service Benefit
Post subject to satisfactory Disclosure Check.
Learning Disability Manager, Kelso/Duns
- Full time
- £36,034
- On site: Kelso / Duns, Scottish Borders
- Closing 7th July 2024
Eildon has built a strong reputation and at the heart of our service is a deep commitment to excellence and the provision of high-quality affordable homes, as well as person centered care and support services.
We are seeking to recruit an experienced and innovative manager to take forward the delivery of our new learning disability service at Poynder Gardens in Kelso as well as managing our established service at Station Avenue in Duns. You will lead the team ensuring we provide excellent levels of care and support, and ensure compliance with all relevant legislation, regulations, policies and procedures.
You should have an SVQ4 in Social Services and Healthcare, or equivalent, with a management qualification to meet SSSC registration requirements. As well as a passion for providing quality care services, you will have experience of working with people who have a learning disability within a community-based setting. You should have experience of drawing up person-centered care and support plans as well as the ability to conduct risk assessments whilst managing resource allocation through rota management. You should have experience of setting up new services and a track record of managing dispersed services. You should be an inspirational, and forward-thinking manager with a strong focus on outcomes, confident in your ability to inspire individuals and teams to deliver continuous improvement.
If you can demonstrate a personal commitment and positive approach to Eildon’s vision and values to deliver an effective and valued service to our customers, we would love to hear from you!
In return Eildon offer a competitive reward package including membership of SHAPS Defined Contribution Pension Scheme and a Health Cash Plan. Please note that this appointment will be subject to membership of the Disclosure Scotland PVG Scheme.
If you would like to discuss this opportunity further, please contact our Care Services Manager (East), Andries Fourie, on 07788 206298.
Queens Cross Housing Association is looking to recruit a Finance Manager to the Business Services Team which supports the group’s subsidiaries Queens Cross Workspace and Queens Cross Factoring.
The Finance Manager plays a key business role for the subsidiary companies, setting and managing budgets, treasury management, analysing financial information, preparing management and annual accounts. The subsidiaries are medium-sized businesses in their own right and have their own separate property and financial management systems and software. Currently, the turnover for Workspace is £950k and Factoring is £2m and both companies are growing and developing.
The post-holder will report to the Business Services Manager and will line manage a small team of two Credit Control Assistants and one Finance Assistant.
Essential criteria:
• Minimum of 5 years’ experience in finance role.
• Experience of setting and managing of budgets.
• Experience of managing staff to achieve high performance.
• Experience of developing and implementing policies and procedures.
• Advanced knowledge of arrears management processes.
• Knowledge of Scottish law and court processes.
• Excellent IT skills (Excel, Word, Outlook, CSV files, and Powerpoint)
• Exceptional interpersonal and communication skills and the ability to effectively deal with difficult customers in a calm and professional manner.
You will:
• Take responsibility for service delivery, demonstrating high levels of accuracy and attention to detail and numerical proficiency.
• Be confident in making key decisions and resolving disputes.
• Maintain the ability to perform under pressure, manage a substantial workload, and meet competing deadlines.
Please find the full job description/ person specification attached below for further information on the role.
We will:
Provide a generous pay and reward package, including 40 days leave per year, 7% or 4% employer pension contribution, agile working options, green initiatives, family friendly policies, health & wellbeing commitment and much more. Read all about our benefits and commitments
Department: Business Services
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