ABOUT US The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for nearly 160,000 residents nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our residents, our communities and our people, any profit we make is re-invested in new and existing homes and improving services. The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. JOB DESCRIPTION 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 were looking for An expert leader responsible for a comprehensive tenancy sustainment service that supports Guinnesss 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 youre 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. REEDTGP Benefits Holidays: We offer 25 27 days holiday a year, plus bank holidays. We will also give you the opportunity to buy up to an additional 5 days. You will also receive additional holiday in line with your length of service (1 extra day per 5 years service, capped at 4 days). Competitive Pension Scheme: We will help you save for your retirement through our workplace pension scheme. Guinness match your contribution up to 9%. To help you get the most out of your pension contributions, we operate a salary sacrifice arrangement that means you will pay less National Insurance contributions. Benefits Portal: We have a lifestyle benefits scheme, pulling together a range of special offers and great deals. You can make some great savings on everyday shopping from fashion and electronics to travel, leisure and days out and weekly supermarket shopping. Performance Pay: Annual Performance Score bonus subject to eligibility Life Assurance: For peace of mind Guinness provides three times salary life cover in the event of your death Health Plan Options: There are a couple of health care schemes available depending on the post grade VDU/DSE: Free eye test vouchers every 2 years with £55 contribution to glasses if requires for VDU work Additional benefits include: Access to the Finance wellbeing portal Professional subscription annual payment Travel season ticket loan Car lease scheme