Cloch’s vision is to deliver services that exceed expectations - and this role is central to achieving that. As our
Housing and Customer Support Manager, you’ll lead the Customer Support Team and Assistant Housing Officers,
ensuring tenants receive excellent, consistent, and compassionate service from first contact through to tenancy
sustainment.
Working closely with the Director of Customer Services and Communities and Housing Manager, you will take the lead
on:
- Customer Contact & Service Quality: ensuring a responsive, high‑quality first‑point‑of‑contact experience
where customers feel supported and heard.
- Allocations, Voids & Estate Management: overseeing
effective processes that minimise void loss, maintain high standards and support sustainable
tenancies.
- Performance & Compliance: monitoring KPIs, supporting regulatory returns, ensuring
adherence to the Scottish Social Housing Charter, and producing meaningful performance insight.
- Team
Leadership: coaching, motivating, and developing staff through a behaviour‑led approach that encourages growth,
innovation, and accountability.
- Continuous Improvement: identifying opportunities to streamline
processes, enhance customer experience and champion new ways of working.
This is a two‑year fixed‑term role, but we expect the position to be reviewed in due course - offering a unique
opportunity to shape how customer and housing services evolve at Cloch. The role is full‑time (35 hours per
week) with a salary of £51,075 – £55,259 (Grade 8), hybrid working, 8 weeks’ annual leave (29 days + 11 public
holidays), SHAPS pension scheme and a range of wellbeing benefits.
The full job description and person specification for the post can be found within our recruitment pack and
downloaded via our website here
Working at Cloch
It’s an exciting time to join Cloch Housing Association as we continue to strengthen our services and support
communities across Inverclyde. Guided by our values - Be Better, Be Kind, Be Responsible, Be Positive - we
foster a collaborative, supportive culture where colleagues thrive, ideas are welcomed and improvement is part
of everyday working life.
We are proud of our Customer Service Excellence accreditation and remain committed to delivering services that make a
meaningful difference to tenants.
How to Fit at Cloch
Fit matters to us - not just what you do, but how you work. You’ll thrive at Cloch if you:
- Lead through coaching, encouragement, and empowerment.
- Bring curiosity and a willingness to try new approaches.
- Communicate openly and honestly, building trust and collaboration.
- Promote a positive, supportive environment.
- Use insight and feedback to guide balanced, thoughtful decisions.
- Reflect our values in your everyday approach.