Position: Head of Operations - Customer Services Location: Leicester Office Hours: 35 contracted hours per week Salary: 65,600 per annum 3,060.00 per annum for car allowance Closing Date: 21st July 2025 Interview Date: 14th August 2025 Job ref: 4621 We regret to inform you that Advance is unable to accept any sponsorship requirements. About the Role: Would you like to work somewhere where you get to make a real difference every day? We have an exciting opportunity for a Head of Operations (Customer Servic e) at Advance. Advance is a specialist supported housing association/registered provider that is on an exciting journey to deliver more services and develop more housing for people with learning difficulties, disabilities and supporting people towards greater independent living. The role of Head of Operations will include: Lead the Customer Services Centre team, creating a culture of excellence and continuous improvement. Develop and implement customer service strategies aligned with company goals and objectives. Through an understanding of industry technology, keep Advance up to date with technology innovations that may enhance customer experience. Oversee the daily operations of the repairs contact centre, ensuring efficient service delivery and providing reports and insight through data collection and analysis. Utilise Data Analytics to report to ELT on Customer Service progress, providing insight into customer behaviour trends and patterns. Using data and reports to inform continuous improvement working groups. Keep up to date with and ensure compliance with all relevant regulations and standards. Promote and ensure the provision of exemplary customer services. Handle complex complaints and escalations, ensuring resolution and satisfaction. Develop procedures to enhance the customer experience Manage stakeholder relations with internal and external customers. Establish, monitor, and report on key performance indicators (KPIs) for customer services. Implement initiatives to meet or exceed KPI targets. Mentor and develop staff to ensure a route of progression and continuous development. Any other task, as reasonably instructed by management About the candidate: Extensive experience in Customer Service management Experience in Operations Management Experience in Contact Centre Management Strong analytical skills with experience in data analytics and performance reporting. Excellent communication, leadership and interpersonal skills Ability to work under pressure and handle high-pressure situations and complex escalations with tact and efficiency. Excellent presentation skills to interpret and report on data and insights Please read the job description for further details of the role. For more information about the role please contact, R ob Kelly on Rob.Kelly@advanceuk.org. About the organisation: Advance is a national, not-for-profit provider of housing and support services for people with disabilities and mental health conditions. Our vision is to transform lives; providing the best quality housing and support services so that people can live the lives they choose, achieve their personal goals, feel valued and know their voices are heard. We recognise that our people are our greatest asset and we re passionate about making Advance a great place to work. We invest in our staff, providing the training and support you need to succeed in your role, gain industry-recognised qualifications and realise your career aspirations. We are an equal opportunities employer who values its staff and the difference they make to their customers. There is no place for racism or discrimination of any kind in Advance. As an organisation, we will not tolerate it. We are firmly committed to recruiting the best colleagues regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation and to supporting customers from similarly diverse backgrounds. All newly appointed staff receive an induction, during which they will learn about our PRIDE values, our expectations of how they should treat our customers and our commitments in relation to how they will be treated as a member of staff. Benefits of working for Advance: We value our staff and the difference they make to the lives of our customers, which is why we offer the following benefits: Paid holiday (from 25 days up to 30 days with long service in addition to bank holidays, pro rata for part time hours) Sector specific training is provided as part of induction plus opportunities for professional development Access to Perks at Work where you can obtain great discounts of cinema tickets, shopping vouchers and much more Long service awards payable in 5 year increments Golden Hello/refer a friend receive up to 500 Cycle to work scheme Access to our Employee Assistance Programme Free DBS (Disclosures and Barring Service) Excellent opportunities to progress your career within Advance Enrolment in a pension scheme with matched contributions above the statutory minimum (if you work enough hours to meet the threshold for enrolment) Advance is regulated by the Regulator of Social Housing and the Care Quality Commission and we are committed to safeguarding and promoting the welfare of the people we support. You will be required to provide evidence of right to work. An enhanced DBS disclosure will be required for this role, the cost of which will be covered by Advance. We value diversity and therefore welcome applications from everyone interested in working at Advance. We are a Disability Confident Leader. Advance Housing & Support Ltd reserves the right to close this job once sufficient applications have been received.