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Resourcing Manager for The Guinness Partnership
The Guinness Partnership has a new permanent opportunity for a Regional Head of Customer Service for the North West Customer Liaison team. The team serves over 8,000 homes and 17,000 customers, spanning Crewe in the south of the region, up the M6 corridor to Carlisle in the far north, working in 7 local authority areas, the largest being Cheshire East.
The Regional Head of Customer Service is a key role within the region, responsible for delivering exceptional customer service through your team of 2 Customer Liaison Managers and 17 Officers. You will build excellent relationships with external and internal stakeholders to ensure that Guinness meets the resident-focused key performance indicators.
We are a customer-focused organisation, so how we do things is just as important as what we do. You’ll be an inspirational leader who motivates, leads, and creates a culture that supports and develops employees. You will also be a confident collaborator with a willingness to go the extra mile to get the job done.
Minimum Requirements:
* Proven senior management experience and strong operational skills, in a large, complex housing or similar organisations.
* Proven track record of achieving KPIs, delivering high performance and sustained customer satisfaction.
* Experience in strategic and operational planning, collaborative working, and leading the delivery of high-quality customer-focused services.
* Experience of leading, coaching, performance managing, and motivating remote teams and contractors in a high-performance culture.
* Experience in budget setting, management, and control.
* Understanding of health and safety, risk, and regulatory requirements for a housing association.
* Experience of delivering exceptional service to a diverse range of customers through others.
* Excellent written, verbal, and interpersonal communication skills across large teams and complex organisations.
* Strong stakeholder management and influencing skills.
* Experience of continuous improvement methodologies.
* Relevant coaching skills.
Qualification requirements:
* Educated to degree level.
* CIH Level 5 qualified (or working towards).
To find out more about the key responsibilities of the role and to ensure you meet the essential criteria, please review the role profile.
Please apply with a CV and covering letter that details how you meet the essential criteria.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Customer Service, Management, and Strategy/Planning
* Housing and Community Development and Housing Programs
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Locations: Chester, Manchester, Cheadle, Northwich, Congleton, Macclesfield, Altrincham, UK
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