Full Time, 37 hours per week
Work Pattern: Flexible/Hybrid Working
At Stockport Homes, we’re proud to be recognised for delivering excellent customer experiences and transforming lives across our communities. We’re now looking for a Customer Services Manager to join our Customer Experience Hub, leading a team that plays a crucial role in how customers access and experience our services.
The Role
As Customer Services Manager, you will lead and support a team of Customer Service Officers to deliver a high‑quality, responsive service across all access channels. You’ll ensure customer contacts relating to repairs, neighbourhood issues, anti‑social behaviour, housing options and rehousing are handled effectively, with a strong focus on accuracy, empathy and first‑time resolution.
You will also be responsible for:
* Managing the day‑to‑day operations of the contact centre to ensure consistent, high‑quality service delivery.
* Monitoring performance and quality, using KPIs and customer feedback to drive continuous improvement.
* Coaching, developing, and motivating team members to build skills and confidence.
* Handling escalated queries and complaints, ensuring timely resolution and identifying learning opportunities.
* Working collaboratively with internal teams and external partners to ensure seamless service delivery.
* Maintaining compliance with policies, procedures and regulatory requirements, ensuring high standards of accuracy and data integrity.
* Contributing to service improvements and identifying opportunities to enhance the customer journey.
About You: We’re looking for someone who:
* Has proven experience in leading and motivating a customer‑facing team.
* Delivers excellent customer service across multiple channels and can resolve complex enquiries.
* Uses performance data and KPIs to maintain standards and drive improvements.
* Communicates confidently and builds positive relationships with customers, colleagues and partners.
* Can make sound decisions under pressure and manage escalations effectively.
* Is organised, proactive and comfortable managing competing priorities.
* Has knowledge of housing‑related services (repairs, ASB, rehousing, neighbourhood issues, housing options) or can learn quickly.
* Is committed to accuracy, compliance and high standards of customer care.
* Is confident using contact centre systems, reporting tools and digital platforms.
The SHG “Be You” approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with SHG’s Values. We’re always looking to improve diversity within our teams to enhance this culture and to be truly representative of the communities we work in.
This role will be on Stockport Homes Limited terms and conditions.
We understand that if you don't meet every requirement, you may be hesitant to apply but we still want to hear from you and encourage you to submit an application detailing your experiences, achievements, and the value you can bring to our team.
If you require any reasonable adjustments to complete your application, please contact the People & OD Team on.
Please note that we do not accept applications through third-party websites. To ensure your application is reviewed, please apply directly through our careers page.
We encourage you to apply early! We may close the vacancy sooner if we find the right candidate.
Closing Date: 22nd March 2026
Interview Date: 1st April 2026