At bpha, we don't just deliver services—we build relationships, empower communities, and strive to make a positive difference every day. If you're a passionate leader who thrives on collaboration, empathy, and ambition, this is your opportunity to help shape the future of customer experience.
As our new Customer Communications Centre Assistant Manager, you'll lead a team of hybrid advisors handling general queries and repairs. You'll be the driving force behind a high-performing, customer-focused environment—ensuring every interaction reflects our values and delivers excellence.
Key Responsibilities:
1. Lead with empathy: Coach and support your team to deliver outstanding service across all channels—email, WhatsApp, social media, and more.
2. Take responsibility: Monitor performance, resolve complaints, and implement improvements that make a real impact.
3. Be better together: Collaborate across departments to build strong partnerships and share knowledge.
4. Stay ambitious: Identify trends, design training plans, and drive innovation to improve the customer journey.
5. Empower your team: Recruit, onboard, and develop advisors to be confident, capable, and customer-first.
Qualifications:
* Proven experience leading large teams in a fast-paced customer service environment.
* Strong communication, coaching, and influencing skills.
* A proactive mindset with a passion for continuous improvement.
* Tech-savvy with solid MS Office skills.
* Knowledge of housing and property repairs (desirable).
* GCSEs (A-C) in English and Maths; NVQ or management training (desirable).
Our Values:
* We take responsibility: We do what we say, own our actions, and choose the right path over the easy one.
* We show empathy: We listen, respect, and care for our colleagues, customers, and environment.
* We are better together: We collaborate, celebrate diversity, and achieve more as one bpha.
* We are ambitious: We learn, innovate, and strive to make a bigger impact every day.
Ready to Lead with Purpose? If you're excited to inspire a team, champion customer excellence, and live our values, we'd love to hear from you. £36,807 per annum
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