* Contract: Two-year fixed-term, full-time role
* Hours: 35 hours per week
* Closing Date: Monday 23 March 2026 at 12pm
The Housing and Community Services team aims to deliver a high quality, customer focused service that encompasses all aspects of housing management and customer support. Our functions include acting as the first point of contact for customer enquiries, managing allocations and void properties, maximising rental income, addressing anti-social behaviour, overseeing estate management, encouraging tenant participation, and providing tenancy support to promote sustainment via the Community Support Team. We are a motivated team committed to continuous improvement, innovation and to upholding the vision and values of the Association.
Your Role:
The Housing and Customer Support Manager plays a key leadership role in supervising both the Customer Support Team and Assistant Housing Officers, ensuring excellent customer service, effective allocations and voids management, coordinated estate management activity and robust performance and compliance standards. You will lead your teams to deliver consistently high-quality services, while driving improvements that enhance customer experience, support regulatory change and embed modern working practices.
You will oversee the delivery of core housing and customer services, ensuring staff are motivated, well supported and equipped to respond effectively to customer needs. This includes motivating and inspiring staff to deliver high customer satisfaction and value for money services. You will work directly with the Director of Customer Services and Communities and contribute to operational planning, policy implementation, partnership working, and regulatory compliance. You will lead key service developments such as our home visit project, the introduction of AI enabled tools within the Customer Support Team, improvements to our rechargeable repairs process, and the delivery of the Tenant Satisfaction Survey action plan. You will ensure services adapt to changes in legislation, including new requirements arising from the Housing (Scotland) Act, and that activities reflect best practice and regulatory expectations.
You will also work collaboratively with the Housing Manager, contributing to departmental planning, performance oversight and continuous improvement, with mutual deputising arrangements in place to maintain leadership continuity. The postholder will further support the Association’s strategic objectives and build strong partnerships with external organisations, fostering positive internal and external relationships to enhance service delivery.
Team Management & Supervision
* Provide day-to-day leadership to the Customer Support Team and Assistant Housing Officers, ensuring a strong performance culture and high levels of customer satisfaction.
* Coordinate workload across both teams to maintain service levels and ensure consistent standards of delivery.
* Set and monitor performance targets, conducting one-to-ones, appraisals, coaching and development planning, addressing both exemplary performance and areas requiring improvement.
* Embed quality standards across all activities, ensuring customer service excellence is consistently delivered.
* Monitor and analyse team performance, including service quality, contract volume, first contact resolution, abandoned call rates and customer feedback and take corrective action where required.
* Lead the planning and introduction of AI-enabled tools within the Customer Support Team, ensuring staff are supported, trained and confident in adopting new approaches that enhance efficiency and customer experience.
* Lead the coordination and delivery of the Association’s furniture provision, including the supported accommodation replacement programme and the relaunch of the Cloch Plus furniture scheme, ensuring consistent standards, effective management and timely support for tenants needs.
* Support staff development by identifying training needs and ensuring all team members, including yourself, undertake appropriate learning to enhance overall performance.
Customer Support
* Accountable for ensuring that customer enquiries handled by the Customer Support Team are resolved efficiently and effectively, with a strong focus on first point of contact resolutions and customer satisfaction.
* Oversee call-handling performance, first-contact resolution and the customer feedback process.
* Manage the delivery of customers face-to-face interactions at reception area. Ensuring the team provides a professional and friendly service and aim to resolve enquiries at the first point of contact where possible.
* Strengthen coordination with Property Services contractors, liaising directly when required to ensure that high customer service standards are maintained and clearly understood by contractors.
* Lead continuous improvement across all customer contact processes to enhance accessibility, consistency and satisfaction.
* Review any customer feedback from our repairs surveys and work with other departments to ensure the Association’s surveys remain relevant and effective.
* Ensure tenants are being supported appropriately on gas servicing status and report to Property Services on occasions where re-scheduling is required.
* Manage the Customer Support Team’s complaint handling process, working with other departments to resolve issues where necessary. Escalate Stage 2 complaints to the Director of Customer Services & Communities when appropriate, ensuring customers are kept fully informed throughout.
* Liaise with external stakeholders such as the Inverclyde Common Housing Register team and other local Housing Associations, as and when required.
* Provide support to the Customer Support Team during staff absences or periods of high demand, which may include assisting with telephone enquiries and helping at reception to handle face to face customer queries in a clear, professional and friendly manner.
* Oversee application management and the property allocation process in line with policy, ensuring effective liaison with partner agencies such as the Inverclyde Common Housing Register, the Local Authority, and Section 5 referral partners.
* Support and coordinate efficient void management to minimise re let times and void rent loss, ensuring robust pre termination checks, void works, and sign-up processes.
* Coordinate and relaunch the Association’s programme of routine home visits, ensuring a structured, proactive approach to tenant engagement, tenancy sustention and early identification of issues.
* Plan, monitor, and ensure delivery of estate inspections to agreed frequencies and standards, with all issues recorded, actioned, and followed up appropriately.
* Ensure tenancy compliance activity linked to allocations or estate management is captured, monitored, and escalated to the Director of Customer Services and Communities where required.
Performance, Compliance & Reporting
* Monitor and report on key service performance indicators across customer operations and the Housing Assistant team (e.g., first contact resolution %, inspection coverage), providing insight and recommendations to the Director of Customer Services & Communities.
* Contribute accurate and timely statistical data for internal/Board performance reporting and regulatory returns, including ARC submissions and other compliance requirements.
* Support the implementation of operational changes arising from updates to the Housing (Scotland) Act, ensuring processes, procedures and staff practice are aligned with legislative requirements.
* Lead on the operational delivery of the Tenant Satisfaction Survey action plan, ensuring improvement actions are implemented, monitored and embedded across relevant service areas.
* Ensure full adherence to relevant legislation, policies, procedures and regulatory standards within areas of responsibility (e.g., the Scottish Social Housing Charter, GDPR, and Health & Safety).
* Support internal and external audits, undertake quality checks, and ensure agreed improvement actions are implemented effectively.
* Promote high quality case management and data accuracy across all systems, ensuring information is recorded consistently and supports strong service delivery and decision making.
* Ensure staff are proficient users of core management systems and databases; champion consistent, accurate case noting and data quality.
* Review processes regularly with staff and contractors to identify waste and improve customer experience and value for money.
* Contribute to procedure updates and briefings for both teams; support SharePoint/intranet upkeep for team resources.
* Work with Finance and Property Services colleagues to review and streamline the rechargeable repairs process, ensuring it is fair, transparent, efficient and aligned with best practice.
* Authorise invoices and payments within agreed limits. Support monitoring of relevant budgets and ensure compliance with financial procedures.
Partnerships & Stakeholder Engagement
* Maintain effective working relationships with Property Services, Corporate Services, contractors/call handling centre and partner agencies to support service delivery.
* Collaborate with the Housing Manager on cross-team matters, handovers and escalations.
* Work closely with Housing Officers on interface points (e.g., customer escalation, ASB/arrears signposting) while not owning arrears or ASB casework.
* Represent the Housing Services Department in meetings, working groups and joint initiatives, both internally and externally.
* Support our customer and wider community engagement activities, contributing to
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