Customer Care Manager

Chippenham/Flexible

Salary – £44,200-£55,200 per annum – depending on skills and experience

Contract type – Permanent

Working hours – Full Time (37 hours)

Closing Date – 8 November 2022

Interview Date – TBC

About the role

You as the Customer Care Manager you lead the Customer Care Team to case manage complaints from receipt to resolution, delivering high levels of customer satisfaction and restoring trust.

You will role model best practice and champion the customer to ensure complaints are managed according to GreenSquareAccord`s complaints policy which promises to deliver a consistent, empathetic and timely approach together with change resulting from learnings.

You will represent GreenSquareAccord within the sector and beyond, benchmarking what we do and implementing and leading on best practice.

Please note that if you are successful in this role, we will require a DBS check to be completed. Further details will be sent following offer.

About you

You must have general or technical education to BTEC, HND/HNC level plus further study or vocabulary, verbal reasoning, and numerical skills to the equivalent ability level.

You will have experience in a customer services management role, ideally within complaint management whether in housing or any other sector.

You will have excellent awareness of the diverse needs of customers, and the importance of and experience of using profile information to tailor service provision.

You will have an understanding of data protection legislation and experience of working with sensitive personal data.

You will have experience of working with stakeholders to drive improvements to customer service.

About us

GreenSquareAccord is one of the biggest social housing and care providers in England.

We believe passionately in our mission to build better lives and provide social housing and support services to 54,000 people across our four localities. We are proud to play an active role in helping people to deal with the consequences of the housing crisis by providing affordable homes for people in our communities who need them most.

We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.

Our purpose

We are proud to be able to support tens of thousands of people across England by providing affordable housing and care to help people live independently.

Our focus is on building better lives. Everything we do is about people – whether that`s providing a good quality, safe home or providing care which helps someone to live an independent life.

Our colleagues live and breathe this social purpose and we need great people, with skills across a range of disciplines, to make this happen.

Working for GreenSquareAccord gives you the chance to bring your skills and expertise and make a real difference. It doesn`t matter which role you are considering applying for, your work will help thousands of people build a better life.

The GSA Way

We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.

A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.

Our five core commitments are:

  • We believe our customer is everything
  • We are one team
  • We are supportive and caring
  • We are business-minded for social purpose
  • We are curious and ambitious.
  • You can read more about the GSA Way in our recruitment pack.

    Benefits

    In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes; annual holiday entitlement (plus statutory bank holidays); a defined contribution pension scheme; trust based flexible working and a Confidential Employee Assistance Programme (EAP).

    All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy.

    GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview.

    If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.

    Closing Date – 8 November 2022

    Interview Date – TBC