Customer Support Manager
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SNG (Sovereign Network Group) provided pay range
This range is provided by SNG (Sovereign Network Group). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
We have an opportunity for a Customer Support Manager to join our team in Hertford. This is a permanent full-time role where you'll combine office and home working to ensure a positive work/life balance. The starting salary is £48,000-£60,000 per year depending on your experience.
The Role
As a Customer Support Manager you'll be leading a team of Customer Housing Specialists and Customer Support Advisors to deliver a consistent, high-quality service for our customers & colleagues through inspirational and visible leadership.
You’ll ensure that Neighbourhood queries are dealt with in a professional, courteous and efficient manner and admin support and needs (including reception duties) are addressed efficiently through the customer support team. You'll lead through a period of transformational change to ensure that SNG delivers a great customer experience.
You'll be responsible for achieving our operational and financial goals, performance targets and customer satisfaction standards, implementing our corporate plan and the objectives within it.
This is a role where you will continually strive to deliver the right outcome for our customers, looking for continuous improvements and working collaboratively with the wider team to make this happen.
What we'll need from you:
You will need the confidence to make informed decisions to shape and develop our 'approach to customer'.
* A genuine commitment to delivering great outcomes for our customers
* Strong communication and active listening skills
* Experience in recruiting, nurturing and developing a professional team
* Excellent stakeholder management experience with the ability to engage both internal and external colleagues
* Experience of managing multi-disciplinary teams with the ability to inspire a collaborative approach
* Awareness of Neighbourhood related queries and a genuine commitment to developing our Customer Specialist Housing processes for the benefit of our customers
What we can offer you
As a member of the Customer Support Team you will be part of a friendly, dynamic and supportive working environment. We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation.
Some of our benefits include:
* 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
* Chance to buy or sell holiday as part of our flexible benefits package
* 3 additional Wellbeing days and 2 paid volunteering days
* Generous matched pension scheme up to 12% and Life cover at 4x salary
* Enhanced maternity/adoption pay
* Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
* Options for private medical insurance, dental insurance and critical illness cover
* Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
About us
It's an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 85,000 homes to over 200,000 customers and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations.
We invest for the long term, in individual homes, our customers and work with partners to make a lasting difference to our neighbourhoods. Sovereign Network Group's financial strength will enable us to meet housing needs, regenerate places and build on the existing strengths in our communities.
We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management and Customer Service
* Non-profit Organizations, Real Estate, and Housing and Community Development
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