Data & Customer Services Manager
Location: Rowley Regis - Hybrid working available (to be discussed at interview)
Hours: Full-time, 40 hours per week
Directorate: Assets and Investments
Contract Type: Permanent
Closing Date: 30th June 2025
Are you a customer-focused leader with a passion for data-driven service improvement? Do you want to make a real difference to people’s lives by ensuring homes are safe, compliant, and well maintained?
Join Black Country Housing Group as our Data & Customer Services Manager, a pivotal role where you'll lead our service delivery team and drive excellence in customer service, asset data management, and compliance.
The Role
Reporting to the Head of Asset Management & Investment, you’ll manage a multidisciplinary team including a Service Delivery Team Leader and Asset Building Surveyor. You will oversee the delivery of responsive and cyclical repairs and maintenance services, while ensuring the integrity of our asset data systems.
You’ll play a key role in integrating and triangulating data from multiple systems (Pimss, Service Connect, Civica CX, and SAVA) to ensure robust planning and accurate investment forecasting.
Key Responsibilities
Lead and develop the Service Delivery team to deliver outstanding customer service
Manage and maintain accurate stock condition, compliance, and investment data
Ensure full regulatory and statutory compliance, particularly in key safety areas (Fire, Gas, Electrical, Legionella, etc.)
Lead on health & safety practices and compliance reporting
Monitor performance and budgets, ensuring value for money across all services
Collaborate across departments and with residents to deliver high-quality outcomes
Procure and manage contracts, oversee contractor performance, and drive service improvements
What We’re Looking For
A relevant professional qualification in Building Surveying/Maintenance OR minimum 5 years' senior-level experience
Proven leadership skills in a housing, property, or compliance environment
Experience managing teams, budgets, and asset management systems
Excellent customer service and communication abilities
Strong analytical and IT skills, including housing and asset management software
In-depth understanding of compliance and health & safety in social housing
In return for joining us as our Data & Customer Services Managerwe can offer a range of benefits including:
28 Days Annual leave per year (pro rata), plus bank holiday entitlements – so you can have a well-earned rest
Hybrid Working Opportunities - helping you to work in the most effective way for you
Staff recognition scheme – because hard work doesn’t go unnoticed
100% Annual Attendance Reward – to reward you for being there for our customers
Annual Pay Review – ensuring your pay reflects what’s happening in the market
Access to an Employee Assistance Programme which provides free, confidential support in health, wellbeing, financial and legal matters along with access to our GP Helpline– because sometimes, we all need a helping hand
Life assurance – In case the worst should happen
A broad learning and development programme – to help you be the best that you can be
Access to an attractive contributory pension scheme – giving you peace of mind about life after work.
How to Apply
If you’re ready to take on this exciting and rewarding leadership role, we’d love to hear from you. Applications close on 30th June 2025 with interviews scheduled for 9th July 2025. We reserve the right to close the advert prior to this date if we receive a high volume of applications.
About Us:
BCHG is proud to be recognised as a Times top 100 Company in The Midlands. We have over 2,100 homes across the Black Country and Birmingham and a purpose-built Residential Care Home. We support our local communities by offering free services that help individuals with self-achievement and aspiration through our career development, training and employment services.
Founded in 1974, we have grown significantly both in terms of the number of homes we rent and the breadth of other housing related services we now offer. We help thousands of customers every year making a real difference to their lives.
At Black Country Housing Group our values are not just a set of words but are at the heart of the way our organisation works and how our colleagues interact in their day-to-day activities. We are committed to developing and supporting our colleagues and have received Gold recognition from Investors in People. We are proud to be recognised as a Disability Confident Employer and are always reviewing how we can be more inclusive.
At BCHG we are proud to be an inclusive organisation and we are committed to equal opportunity and encouraged applications from candidates regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships."
We are happy to share we have been awarded the Gold Award from the Armed Forces Covenant for our commitment to supporting veterans and their families.
Reasonable adjustments will be made available should you be invited to interview